Help Desk Support

Fennemore; Seattle (WA); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Annual merit increases

Bonus program

401k with employer match

Health coverage

Wellness program

Paid time off

Job summary

Fennemore is seeking a Help Desk Support professional to join our growing firm. This full-time, onsite role is based in Seattle, WA or Boise, ID and reports to the Help Desk Manager.

You will assist attorneys, staff, and clients with hardware, software, applications, and remote connectivity. The position requires 3+ years in IT support and customer service, with a Bachelor's/Associate degree or equivalent, and travel to NW offices as needed.

Qualifications

• 3+ years of IT support or similar technical role.
• 3+ years of customer service experience in a computer support environment.
• Bachelor’s or Associate’s degree in Information Systems or related field, or equivalent experience.
• A+ certification strongly preferred.
• Proficiency with Microsoft Windows, Office 365, and Exchange Online.
• Familiarity with LAN/WAN, VPN, and VDI configurations.

Responsibilities

• Provide responsive, professional technical support for firm users covering hardware, systems, software, remote access, and network issues.
• Manage incoming help desk tickets with accurate documentation, timely follow-up, and resolution.
• Support remote staff to ensure efficient operation of computer, telephone, and conferencing systems.
• Assist in creating and maintaining documentation for in-house technologies and procedures.
• Troubleshoot and resolve issues related to Windows, Office 365, remote access, network, and security.
• Collaborate with the IT team to improve systems and user experience.

Skills

Customer service

IT support

Communication

Problem solving

Education

Bachelor’s or Associate’s degree in Information Systems or related field

Tools

Microsoft Windows

Office 365

Exchange Online

VPN

VDI

Job description

Help Desk Support - Seattle, WA / Boise, ID

Salary: $70,000-$85,000/yr., depending on location of candidate

Total Rewards

• Competitive Base Salary + Annual Merit Increases
• On-the-Spot Monthly Bonus Program
• Workplace Flexibility Options
• 401k Retirement Plan with Employer Match & Profit-Sharing Component
• Health, Dental and Vision Coverage + Employer Premium Contribution
• Employer-Paid Group Term Life Insurance
• Paid Time Off and Paid Holidays
• Employee Wellness Program
• Employee Assistance Program
• Opportunities for professional development

Fennemore is a full-service business law firm with a 140-year legacy of excellence and a future defined by innovation. We are not your traditional law firm, and that’s on purpose. With more than 20 offices across the nation, we’re breaking growth records as one of the fastest-growing firms in the country. We embrace change, set new standards for how a modern law firm operates, and create environments where both clients and colleagues thrive. Our people-first philosophy is built on collaboration and creativity. Industry recognition for retention, workplace culture, and job satisfaction reflects that commitment. We’re proud to foster a strong sense of community, a genuine commitment to work-life balance, and a diverse and inclusive work environment where passionate professionals feel valued and supported.

Fennemore has an exciting opportunity for a Help Desk Support professional to join our growing firm. This full-time, onsite position is based in either our Seattle, WA or Boise, ID office and reports to the Help Desk Manager. As part of a collaborative technology team, you’ll play an important role in providing friendly, prompt, and professional technical support to users across the firm. In this role, you will assist attorneys, staff, and clients with a wide range of technology needs, including hardware, software, applications, and remote connectivity. You’ll also help maintain our systems, troubleshoot issues, and contribute to documentation and process improvement initiatives. This position also requires regular travel to support our Pacific Northwest offices, including Seattle, WA; Spokane, WA; Boise, ID; and Coeur d'Alene, ID, as business needs require.

What You’ll Do

• Provide responsive, professional, and friendly technical support for firm users regarding hardware, systems, software from applications, remote access, and network issues.
• Manage incoming help desk tickets, ensuring accurate documentation, timely follow-up, and resolution.
• Support remote staff to ensure efficient administration and operation of the firm’s computer, telephone, and conferencing systems.
• Assist in creating and maintaining documentation for in-house technologies, applications, and procedures.
• Troubleshoot and resolve issues related to Microsoft Windows, Microsoft Office, remote access, network connectivity, and security.
• Partner with the Help Desk Manager and IT team to improve systems, streamline processes, and enhance user experience.
• Communicate clearly and effectively with team members and colleagues across all levels of the firm.
• Participate in after-hours coverage rotation as needed, with flexibility for occasional overtime during high-volume periods.

As part of our commitment to collaboration and excellence, this role requires flexibility in daily work schedules during periods of high workload, adhering to departmental and Firm goals and policies, and performing other duties as assigned to support the success of the department and organization.

What You’ll Bring

• Bachelor’s or Associate’s degree in Information Systems or a related field, or equivalent experience.
• 3+ years of experience in IT support or a similar technical role.
• 3+ years of customer service experience in a computer support environment.
• A+ certification strongly preferred.
• Proficiency with Microsoft Windows, Microsoft Office 365, and Exchange Online.
• Experience with installation, configuration, troubleshooting, and maintenance of operating systems, applications, and hardware.
• Familiarity with LAN/WAN, Microsoft networking, VPN, and VDI configurations.
• Advanced troubleshooting skills and the ability to work independently with minimal supervision.
• Excellent communication skills and the ability to manage multiple priorities in a fast-paced environment.
• Familiarity with legal specific software titles a plus; including: iManage Work, Intapp Time, Litera Compare, etc.
• Familiarity with non-legal titles software like Zoom Workplace, Microsoft Intune, etc.
• Willingness to travel regularly to support our other Pacific Northwest locations, including Spokane, WA and Coeur d'Alene, ID as needed.

Please note: This position requires a background check as part of the firm’s standard hiring process depending on location of candidate.

Fennemore is an equal opportunity employer and encourages people from all social, economic, and ethnic groups, and individuals with disabilities, to apply to our positions. Fennemore is dedicated to maintaining an atmosphere that promotes the diversity of personal backgrounds, experiences, abilities, perspectives, and ideas. If your experience and qualifications are close to what you see listed here – even if not a perfect match -- please still consider applying. If you require assistance or need reasonable accommodations during any point in the application or interview process, please let us know.

The above statements describe the general nature and level of work being performed by people assigned to this position. They should not be construed as an exhaustive list of all responsibilities, duties, and skills. Employees may be required to perform duties outside their normal assigned responsibilities as needed.

Salary: $70,000-$85,000/yr., depending on location of candidate