IT Support Specialist - Legal Tech & Windows Expert

HFW Australia; Sydney; On-site; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Market-competitive remuneration

Health & Wellbeing initiatives

Paid parental leave (26 weeks)

Beautiful CBD office

Social Committee

Job summary

HFW Australia is seeking a hands-on Technical Services Analyst in Sydney to deliver responsive first and second-line technology support for our Sydney office, while contributing to regional and global service delivery. You will manage devices, software, and identity issues, and support core legal applications with onboarding and asset lifecycle responsibilities.

You will work across Windows laptops, Microsoft 365, meeting-room technology and related identity or access issues, ensuring a high

Qualifications

• At least two years’ experience in an IT service desk, desktop support or end‑user computing role.
• Strong troubleshooting across Windows, Microsoft 365, Outlook, Teams, authentication, laptops, peripherals and mobile devices.
• Experience using an IT service management platform such as ServiceNow.
• Experience preparing and deploying laptops and providing both face‑to‑face and remote support.
• The ability to communicate effectively with stakeholders at all levels.

Responsibilities

• Provide first and second-line support through ServiceNow, telephone, Teams, email, walk‑up and remote channels, with a strong focus on user experience and business impact.
• Log, prioritise, troubleshoot and resolve incidents and requests, maintaining accurate records and clear communication throughout the ticket lifecycle.
• Own issues through to resolution and coordinate effective escalation to specialist teams or suppliers where required.
• Participate in the global support queue and contact channels, including Genesys, and assist with regional and global coverage as required.
• Support partners, lawyers and business services staff with discretion and an understanding of the time‑sensitive nature of legal work.
• Build, deploy, support and retire Windows laptops and associated peripherals using approved device‑management and deployment processes.
• Support Windows 11, Microsoft 365, Outlook, Teams, OneDrive, Microsoft Authenticator, passwordless sign‑in and related identity or access issues.
• Assist with Microsoft Intune, Entra ID, Windows Autopilot, device compliance and endpoint administration within delegated access and approved procedures.
• Set up and support iPhone and iPad devices, including mobile application access and Apple Business Manager-related workflows.
• Maintain accurate asset, assignment, return and disposal records and assist with stock, warranty, leasing and refresh activities.
• Support HFW core legal and business applications, including iManage, Intapp Time, 3E, Adobe Acrobat, Litera tools, printing and secure file‑transfer services.
• Provide hands‑on support for Sydney meeting rooms, Microsoft Teams Rooms, Poly equipment and related audio‑visual technology, coordinating vendors when specialist support is required.
• Support printers, peripherals and general office technology and assist with office changes, technology refreshes and local or Australian IT projects.
• Prepare technology for new starters, movers and returning staff, including device setup, access validation, mobile setup and initial user guidance.
• Create and maintain useful knowledge articles, checklists and troubleshooting documentation and contribute to testing, change readiness and user adoption.

Skills

IT service desk

Desktop support

End-user computing

Troubleshooting

Stakeholder communication

Tools

ServiceNow

Microsoft Intune

Entra ID

Windows Autopilot

Apple Business Manager

Microsoft Teams Rooms

Job description

HFW Australia is seeking a hands-on Technical Services Analyst in Sydney to deliver responsive first and second-line technology support for our Sydney office, while contributing to regional and global service delivery. You will manage devices, software, and identity issues, and support core legal applications with onboarding and asset lifecycle responsibilities.

You will work across Windows laptops, Microsoft 365, meeting-room technology and related identity or access issues, ensuring a high