IT Support Specialist

IT Support Specialist

Job Summary

The IT Support Specialist is a highly service-oriented, end-user-focused technology professional responsible for providing responsive, practical, and calm technical support to attorneys, paralegals, accounting personnel, and professional staff in a complex litigation law firm. This role requires strong people skills, sound judgment, urgency, and the ability to shift priorities quickly while troubleshooting software, hardware, connectivity, remote access, business-related software, accounting systems, and litigation-related technology needs. The ideal candidate is approachable, patient, discreet, and able to translate technical issues into clear solutions that keep employees productive and client matters moving forward.

Key Responsibilities

· End-User Support and Service Delivery

o Provide responsive first- and second-level technical support to attorneys, paralegals, accounting personnel, and administrative staff by phone, email, remote session, ticketing system, and in person.

o Triage, prioritize, and resolve support requests involving hardware, software, printers/scanners, mobile devices, connectivity, VPN, Microsoft 365, document management, video conferencing, remote access, and business applications, applying appropriate urgency for court deadlines, client deliverables, filings, depositions, and trial preparation.

o Communicate clearly and respectfully with users of varying technical skill levels, providing practical explanations, status updates, and follow-through until issues are resolved.

o Escalate complex or urgent issues to senior IT staff, vendors, or managed service providers while maintaining ownership of user communication and resolution tracking.

· Law Firm, Administrative, and Litigation Technology Support

o Support firm applications and workflows related to document management, time entry, billing, accounting, financial reporting, expense/payment processes, document