Technical Support Specialist

Technical Support Specialist (Tier 2 IT Support / Service Desk / Desktop Support)
How You’ll Make an Impact

Frontline Managed Services is hiring a Technical Support Specialist (Tier 1 & Tier 2 IT Support) to join our Service Desk / Help Desk team supporting law firms and professional services clients.

In this client-facing role, you will provide desktop support, service desk support, and remote IT troubleshooting across Windows, macOS, Microsoft 365, networking, mobile devices, and legal applications
, ensuring fast issue resolution and high customer satisfaction.

This is an ideal opportunity for an experienced IT Support Technician, Help Desk Analyst, or Service Desk Engineer who thrives in a fast-paced, high-urgency environment and enjoys solving technical problems for end users.

Hourly Pay - $25.00 + Sign-On Bonus

• Serve as a Tier 1 and Tier 2 IT support resource in a multi-client, professional services environment, owning the full lifecycle of technical issues from intake through troubleshooting, resolution, and closure
• Prioritize first-call resolution and take ownership of incidents to ensure timely, accurate outcomes
• Act as an escalation point for Tier 1 analysts, providing technical guidance and mentoring
• Support multiple law firm clients
  , understanding their applications, workflows, confidentiality requirements, and time-sensitive needs
• Create, update, and maintain detailed tickets in Service Now
  , documenting troubleshooting steps and resolutions

• Windows and macOS workstations
• Microsoft 365 (Outlook, Teams, One Drive, SharePoint)
• Mobile devices (
  iOS and Android
  )
• Legal applications including document management, timekeeping, and case management systems
• VPN connectivity, DNS, DHCP, Wi‑Fi
  , and networking fundamentals
• End-user hardware including laptops, printers, scanners, and peripherals
• Support virtual desktop and remote access environments (VDI, VMware Horizon, VPN)
• Perform user account administration
  , permissions, MFA support, and access changes
• Collaborate with internal IT teams and third‑party vendors to resolve complex issues
• Escalate infrastructure‑level and Tier 3 issues with complete documentation and technical context
• Assist with workstation deployments, patching, updates, and routine maintenance
• Contribute to knowledge base articles, documentation, and continuous process improvements
• Deliver consistent, high‑quality customer service and client support with professionalism, empathy, and accountability

• Resolve issues thoroughly during the first interaction
• Communicate clearly and professionally with non‑technical users
• Understand the confidentiality, urgency, and service expectations of legal environments
• Manage multiple clients and competing priorities effectively
• Work independently while collaborating effectively within a service desk team
• Are detail‑oriented, organized, and proactive
• Adapt quickly to new technologies and evolving client needs

• CompTIA A+ certification required or, in lieu of certification, an associate’s degree in information technology or related field
• 3+ years of experience in a help desk or IT service desk environment
• Hands‑on experience supporting both Tier 1 and Tier 2 IT support responsibilities
• Experience supporting users via phone, ticketing systems, and remote support tools
• Experience supporting professional services clients preferred (legal industry experience is a strong plus)

• Hands‑on experience using Service Now for ticketing, triage, routing, documentation, and resolution tracking
• CompTIA Network+
• Microsoft MS-900 or higher

We know that great candidates may not match every qualification listed. If you’re excited about the role and believe you could be a strong fit, we encourage you to apply. We value potential and a growth mindset as much as experience.

At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve.

“We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”