Help Desk Technician

Keches Law Group; Boston (MA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

One work-from-home day per week after

Job summary

Keches Law Group, a Massachusetts-based plaintiff personal injury firm, seeks an experienced IT support professional to be a key technical resource in the IT department. This on-site role requires daily commuting to Milton, MA, and involves advanced end-user support, AD/GP administration, and managing Microsoft 365 across firm locations.

You will troubleshoot desktops, laptops, mobile devices, and networking issues, while contributing to IT project initiatives and security.

Qualifications

• Associate or Bachelor’s degree in IT or related field or IT certification.
• 2–6+ years in IT support or help desk.
• Strong Windows 10/11 and basic macOS support.
• Experience administering Microsoft 365, AD, and GP.
• Solid networking fundamentals (TCP/IP, DNS, DHCP, VPNs).
• Experience with email systems and security best practices.
• Excellent communication and ability to explain technical concepts.

Responsibilities

• Provide advanced end-user support across all firm locations.
• Own incidents from intake to resolution with root-cause analysis.
• Lead troubleshooting for desktops, laptops, mobile devices, printers, and peripherals.
• Administer AD, GP, user accounts, and access controls.
• Manage Microsoft 365 (Exchange Online, OneDrive, SharePoint, Teams).
• Support endpoint deployments, imaging, and lifecycle management.
• Troubleshoot network issues (TCP/IP, DNS, DHCP, VPNs).
• Support VoIP/telephony and video conferencing systems.
• Maintain file shares and access rights; document SOPs.

Skills

Windows 10/11 support

macOS support

Microsoft 365 administration

Active Directory

Group Policy

Networking fundamentals

Email security

Troubleshooting

Communication skills

Organizational skills

Education

Associate or Bachelor's degree in IT or related field

IT certification (CompTIA A+, Microsoft, etc.)

Tools

Active Directory

Group Policy

Microsoft 365

VPNs

Job description

Keches Law Group is a Massachusetts-based plaintiff personal injury law firm with offices in Massachusetts, Rhode Island, and Pennsylvania. We are dedicated to fighting for the rights of injured individuals and their families, handling cases involving personal injury, workers' compensation, and medical malpractice, recovering millions of dollars for clients. Our team of skilled attorneys and dedicated professionals works together in a collaborative, fast-paced environment built on hard work, growth, and shared purpose.

We are seeking an experienced IT support professional to serve as a key technical resource within the IT department, providing advanced end-user support and assisting with ongoing IT projects and initiatives.

This is not a remote position and will require qualified candidates to commute to the Milton, MA office on a daily basis.

Responsibilities

• Provide support for both routine and complex technical issues across all firm locations.
• Provide advanced technical support and guidance to internal and remote users.
• Own incidents from intake through resolution, ensuring root-cause analysis and long-term fixes.
• Lead troubleshooting efforts for desktops, laptops, mobile devices, printers, and peripherals.
• Administer and manage Active Directory, Group Policy, user accounts, permissions, and access controls.
• Manage and support Microsoft 365 (Exchange Online, OneDrive, SharePoint, Teams).
• Assist with endpoint deployments, hardware refreshes, imaging, and lifecycle management.
• Troubleshoot and support network-related issues including TCP/IP, DNS, DHCP, VPNs, and connectivity problems.
• Support and troubleshoot VoIP and telephony systems, including desk phones and softphones.
• Maintain and manage file shares, permissions, and access rights across the organization.
• Support video conferencing systems and meeting technologies (Microsoft Teams, Zoom, Yealink).
• Provide advanced troubleshooting for cloud applications and third-party legal software (e.g., Litify, Adobe, Sfax).
• Partner with IT leadership on projects, system upgrades, migrations, and process improvements.
• Assist with IT security initiatives, including phishing mitigation, MFA enforcement, endpoint security, and compliance policies.
• Assist with training and knowledge sharing.
• Create, maintain, and improve IT documentation, SOPs, and knowledge base articles.
• Assist with asset management, inventory control, and vendor coordination as needed.

Skills / Qualifications

• Associate or Bachelor’s degree in IT or related field, or completion of an IT certification (CompTIA A+, Microsoft, etc.)
• 2–6+ years of experience in an IT support or help desk environment.
• Strong working knowledge of Windows 10/11, basic macOS support, and enterprise endpoint management.
• Proven experience administering Microsoft 365, Active Directory, and Group Policy.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs).
• Experience supporting email systems, spam filtering, and email security best practices.
• Strong troubleshooting skills with the ability to diagnose and resolve complex issues independently.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced legal environment.
• Experience working in a professional services or legal environment is a plus.
• Ability to travel between office locations less than 20% of the time.

Schedule

• Monday – Friday, 8:30 AM – 5:00 PM
• Full-time
• After the training period, one work-from-home day per week can be scheduled

The anticipated salary range for this position, which we in good faith expect to pay at the time of posting, is $60,000-$80,000 annually. This range allows us to make an offer that reflects multiple factors, including experience, education, qualifications, and job-related knowledge and skills, as well as internal pay equity. It’s not typical for an individual to be hired at or near the top of the range, as we strive to provide room for future and continued salary growth. Base pay is just one component of our Total Rewards package, which may also include discretionary bonuses, commissions, or other incentives depending on the role.

Work Environment

This job operates in a professional office environment. The role routinely uses standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

• The employee is regularly required to talk, hear, sit, stand, walk, use hands to handle or feel, and reach with hands and arms.
• The employee must occasionally lift or move office products and supplies up to 35 pounds.

AAP/EEO Statement:

Keches Law Group is an equal opportunity employer. Keches Law Group does not discriminate based on race, ancestry, national origin, color, religion, gender, age, marital status, sexual orientation, disability, veteran status, or any other protected classification under the law.

Keches Law Group complies with all applicable immigration laws and regulations. The Company does not presently provide employer support or sponsorship for an immigration-related employment benefit for this position. Applicants must be currently authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.

For California applicants, please find our CCPA information here.