IT Helpdesk Support Administrator

WILLIAM FRY LLP; Dublin; On-site; EUR 38,000 - 48,000; Full time

Job summary

William Fry LLP is seeking an IT Helpdesk Support Administrator to provide 1st and 2nd line technical and system support to the business, assist the Senior IT team, log tickets, and monitor SLAs. You will help with desk moves, training, and offsite user support, and provide AV and conferencing support.

The successful candidate will troubleshoot end-user issues, set up devices, support Citrix and email, monitor the IT environment, and contribute to IT projects.

Qualifications

• Minimum six months’ proven experience on a helpdesk dealing directly with end-user queries.
• Tech-savvy, with good troubleshooting skills.
• Clear spoken English with good communication skills.
• Strong ability to work well under pressure.
• Excellent time management and ability to work efficiently.
• Strong team skills and willingness to learn new technologies.
• Flexibility regarding ad-hoc duties and working hours.
• Experience with laptop imaging/setup/troubleshooting; Windows 11; AD, Exchange and Azure; iManage, BigHand, Citrix; Networking fundamentals; Virtualisation; Windows Server 2016/2019/2025 (advantage).

Responsibilities

• Provide 1st and 2nd level technical and system support to the business.
• Support Senior IT team with requests.
• Log tickets and monitor SLAs using the helpdesk system.
• Assist with desk and office moves, training, and offsite user support.
• Troubleshoot user issues and respond to queries.
• Set up PCs and laptops for new users.
• Provide audio-visual and conference room support.
• Support business applications including Citrix and email.
• Fix hardware issues with PCs, laptops, and printers.
• Monitor IT environment with real-time reporting and dashboards.
• Handle information security queries.
• Participate in IT projects with the senior IT team.

Skills

End-user support

1st/2nd line support

Ticketing systems

Desk moves

Troubleshooting

Audio-visual support

Citrix

Email

Tools

Windows 11

Active Directory

Exchange

Azure

Citrix

Office 365

Printers

Job description

Job Title: IT Helpdesk Support Administrator

Department: IT

Reporting to: IT Director

The Role

• Provide 1st and 2nd level technical and system support to the business
• Provide IT assistance to the Senior IT team
• Log support tickets and monitor SLAs using the helpdesk management system
• Liaise with other departments to carry out tasks such as desk and office moves, training, and offsite user support
• Troubleshoot user issues and assist with queries
• Set up PCs and laptops for new users
• Provide audio-visual support in meeting room areas
• Provide audio and video conferencing support
• Provide general business application support, including document management, Citrix, and email
• Fix hardware issues with PCs, laptops, and printers
• Monitor the IT environment using tools that provide real-time reporting and dashboards
• Handle queries relating to information security
• Participate in IT projects with the senior IT Team

The Person

• Minimum six months’ proven experience on a helpdesk dealing directly with end-user queries
• Tech-savvy, with good troubleshooting skills
• Good communication skills, with clear spoken English
• Strong ability to work well under pressure
• Excellent time management and the ability to work efficiently
• Strong team skills and a willingness to learn new technologies
• A degree of flexibility regarding ad-hoc duties and working hours
• Find ways to optimise and automate IT and general firm processes
• Experience in the following areas an advantage, though not essential: laptop imaging, setup, and troubleshooting; Microsoft Windows 11 and Microsoft Office; Microsoft Active Directory, Exchange and Azure; Legal applications such as the iManage document management system, BigHand etc; Citrix; Networking fundamentals; Virtualisation; and Windows Server (2016, 2019, 2025)

About us

William Fry is a leading Irish corporate law firm with offices in Dublin, Cork, London, New York and San Francisco. We have over 350 legal and tax professionals and over 500 staff. Our experts are consistently ranked as top tier by all international legal directories.

At William Fry we bring our clients a quality of thinking that goes beyond technical excellence – an instinct for seeing what others do not. We examine every angle to uncover opportunity hiding within complexity – with a depth of leading specialists who understand business as well as law. We are relentless in finding a way for our clients to succeed, helping them to see around corners, navigate challenges and seize opportunities. Our will to win is matched only by that of our clients.

Our purpose

Our people are driven by finding a way for our clients to succeed. This is the defining principle by which we work. Our clients are, and always will be, at the centre of everything we do. The relationships we build, the challenges we help solve, and the value we create for our clients is what drives us.

Our Commitment to Inclusion

William Fry is committed to creating a diverse and inclusive workplace where everyone can thrive. We welcome talent from all backgrounds and value the different perspectives, experiences and skills our people bring to our firm and our clients.

Please let us know if you require specific arrangements during the recruitment process. We'll do everything we can to support you. All information disclosed will be kept confidential.

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