Exceptional customer service skills for varied stakeholders
Ability to explain technical concepts to non-technical users
Responsive support across multiple technology platforms
Strong knowledge of hardware, software, and operating systems
Analytical and troubleshooting skills for effective issue resolution
Organizational and project management skills under pressure
Responsibilities
Provide technical support through various channels (phone, email, chat, video, in-person)
Configure and deploy laptops, desktops, and mobile devices
Support AV systems for meetings and events
Assist external clients with technology access and collaboration tools
Troubleshoot technical issues and document in ServiceNow
Educate users on technology best practices
Engage in testing and improving services
Benefits
Values-driven culture promoting collaboration and respect
Comprehensive medical, dental, and vision insurance
401(k) plan with company match and profit-sharing
Paid time off and holidays
Full Job Description
Job Description
About the Role
The Support Specialist provides onsite and remote technical support to attorneys, staff, and visitors, ensuring seamless use of firm technology. This role delivers hands-on support across hardware, software, mobile devices, AV systems, and connectivity, while promoting best practices and a high standard of customer service.
What You Will Be Doing
Deliver onsite and remote technical support (phone, email, chat, video, in-person) for end-user devices, applications, and network connectivity
Configure, deploy, and support laptops, desktops, mobile devices, and printers
Provide Audio Visual (AV) and multimedia support for meetings, including video conferencing and presentation systems
Support visiting clients and external users with guest connectivity, devices, and collaboration tools
Troubleshoot and resolve technical issues, escalating as needed; track all work in ServiceNow following ITIL-based processes
Educate users on effective use of technology to improve productivity and reduce repeat issues
Assist with testing new technologies and contribute to continuous service improvement initiatives
Provide after-hours and occasional on-site support for outages, events, or business-critical needs
Support trial and hearing technology setups, including potential domestic or international travel
Required Skills
What You Will Bring to This Position
Deliver exceptional customer service with strong interpersonal skills, effectively supporting individuals at all levels of the firm.
Communicate complex technical information clearly to non-technical audiences across multiple channels (in-person, phone, email, IM, and video).
Provide responsive, high-quality technical support across desktop, mobile, and collaboration platforms.
Demonstrate strong knowledge of computer hardware, software, operating systems, and mobile device support.
Apply analytical and troubleshooting skills to diagnose issues, research solutions, and recommend effective outcomes.
Operate effectively in a fast-paced environment with shifting priorities, using strong organizational, project management, and ITIL-based service management practices.
Required Experience
Education:
High school diploma, General Certificate of Education or equivalent required. College degree preferred with substantial coursework in information systems or equivalent experience.
Professional certifications (MOS, Comp TIA, ITIL) strongly preferred.
Experience:
Minimum 3 years' experience in a structured client service technology position including hands-on computer & mobile device hardware, operating system, AV, and software support.
Prefer experience with remote access technologies, Internet research, and specialized programs to support the legal community, mobile device setup & support, PC and MAC setup & support, network infrastructure.
Why Join Us?
A values-driven firm that fosters collaboration and respect
The hiring range for this position is $73,120 - $91,400 annually, with final compensation based on experience, qualifications and internal equity.
Medical, dental, and vision insurance
401(k) with company match and profit-sharing options
Paid time off and holidays
• For additional information about our benefits, please click here
This job description is intended to describe the general nature and level of the work being performed by employees in the position. It is not intended to be a complete list of all responsibilities, duties, and skills for positions. The firm reserves the right at all times, in its sole discretion, to add or subtract duties and responsibilities, as it deems necessary.
