Hybrid IT Support Specialist (Onsite & Remote)

WilmerHale; Washington, Northern (District of Columbia, KY); Hybrid; USD 73,000 - 91,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match and profit‑/

Paid time off and holidays

Job summary

WilmerHale is seeking a Support Specialist to provide onsite and remote technical support to attorneys, staff and visitors, ensuring seamless use of firm technology. This role covers hardware, software, mobile devices, AV systems and connectivity with a focus on customer service.

You will configure and deploy laptops, desktops, mobile devices and printers, support video conferencing and presentation systems, assist visiting clients with guest tools, and follow ITIL-based processes in ServiceNow

Qualifications

• High school diploma or equivalent required; college degree preferred.
• Professional certifications (MOS, CompTIA, ITIL) strongly preferred.
• Minimum 3 years’ experience in a structured client service technology position.
• Experience with remote access technologies and support for the legal community is a plus.

Responsibilities

• Deliver onsite and remote technical support for end-user devices, applications, and network connectivity.
• Configure, deploy, and support laptops, desktops, mobile devices, and printers.
• Provide AV and multimedia support for meetings, including video conferencing and presentation systems.
• Support visiting clients and external users with guest connectivity and collaboration tools.
• Troubleshoot and resolve issues; track work in ServiceNow following ITIL-based processes.
• Educate users to improve productivity and reduce repeat issues.
• Assist with testing new technologies and continuous service improvement initiatives.
• Provide after-hours and on-site support for outages, events, or business-critical needs.
• Support trial and hearing technology setups, including travel.

Skills

Customer service

Interpersonal skills

Technical support

ITIL

Education

High school diploma or equivalent

College degree preferred with information systems coursework

Tools

ServiceNow

Job description

WilmerHale is seeking a Support Specialist to provide onsite and remote technical support to attorneys, staff and visitors, ensuring seamless use of firm technology. This role covers hardware, software, mobile devices, AV systems and connectivity with a focus on customer service.

You will configure and deploy laptops, desktops, mobile devices and printers, support video conferencing and presentation systems, assist visiting clients with guest tools, and follow ITIL-based processes in ServiceNow