Information Technology Support Specialist

The Phoenix Group; New York (NY); Hybrid; USD 75,000 - 95,000; Full time

Job summary

The Phoenix Group in New York is seeking an experienced IT Support professional to join a law firm–style technology team. You will be the primary contact for Tier 2/3 issues, supporting Windows and macOS, and ensuring seamless daily operations for end-users and staff.

You will manage VPNs, LAN/WAN, AD/Azure AD, Microsoft 365, and legal applications, performing on-site and remote support, coordinating with vendors and documenting procedures.

Qualifications

• 3+ years of IT support experience in a legal or law firm environment.
• Strong communication and professional demeanor.
• Proven ability to troubleshoot hardware/software/network issues efficiently.
• Familiarity with legal software, document management, and eDiscovery tools.
• Experience with Windows and macOS enterprise environments.

Responsibilities

• Serve as primary point of contact for Tier 2/3 IT support requests via helpdesk systems.
• Provide on-site and remote support for Windows and Mac devices.
• Manage and optimize LAN/WAN, VPNs, and wireless networks for high availability and security.
• Support legal applications, Office 365 suite, Outlook, Teams/Slack; configure user accounts in AD/Azure AD.
• Contribute to IT projects, upgrades, migrations, cybersecurity enhancements, and end-user training.

Skills

IT support

Windows

macOS

Active Directory

Azure AD

VPN

Networking

Troubleshooting

End-user support

Education

CompTIA A+

Network+

Microsoft Certified Professional

Tools

ServiceNow

Jira

ConnectWise

TeamViewer

LogMeIn

Job description

This position offers an exciting opportunity to provide high-level IT support within a reputable law firm or legal services organization. The role involves managing technology infrastructure, resolving complex technical issues, and supporting end-users to ensure seamless daily operations. The successful candidate will possess a blend of technical expertise and excellent communication skills, contributing significantly to IT department effectiveness and user satisfaction.

Key Responsibilities

• Serve as primary point of contact for Tier 2/3 IT support requests, troubleshooting hardware, software, and network issues via helpdesk ticketing system (e.g., ServiceNow, Jira)
• Perform on-site and remote technical support for Windows and Mac OS environments, including installation, configuration, and maintenance of desktop/laptop computers, peripherals, and mobile devices
• Manage and optimize local area network (LAN), wide area network (WAN), VPNs, and wireless networks ensuring high availability and security
• Support and administer law firm-specific legal applications, enterprise software, Office365 suite, Outlook, and collaboration tools such as Teams or Slack
• Assist with setting up new user accounts, permissions, and device configurations in Active Directory, Azure AD, and cloud-based platforms
• Contribute to IT projects such as system upgrades, migrations, cybersecurity enhancements, and end-user training
• Document support workflows and technical procedures; maintain accurate inventory of hardware and software assets
• Liaise with external vendors for hardware procurement, licensing, and technical support escalations

Core Qualifications & Requirements

• 3+ years experience in IT support within a legal or law firm technology environment
• Strong interpersonal and communication skills, with a professional and personable demeanor
• Proven ability to troubleshoot and resolve hardware/software/network issues efficiently
• Knowledge of legal practice management software, document management systems, and eDiscovery tools
• Experience with Microsoft Windows (10/11), macOS, and enterprise productivity applications
• Ability to work both independently and collaboratively in a fast-paced setting
• Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or equivalent
• Familiarity with VPN, remote access, and cybersecurity best practices
• Must be able to work 4 days on-site, 1 day remote, with flexibility as needed
• Ability to handle confidential information discreetly and professionally

Nice-to-Have Qualifications

• Experience with legal-specific IT systems such as CLIO, LexisNexis, or iManage
• Knowledge of Law Firm IT infrastructure, including legal billing, WIP management, and AR processes
• Previous experience in a confidential, client-focused environment
• Certifications in cybersecurity (e.g., CISSP, Security+), ITIL, or project management (e.g., PMP)
• Bilingual skills are a plus but not required

Core Technical Skills

• Remote support tools: VPN, RDP, TeamViewer, LogMeIn, ConnectWise
• Legal software platforms: Law Practice Management, Document Management, eDiscovery tools
• Network configuration and troubleshooting, hardware repair, multi-site support
• Security protocols, firewall management, anti-malware solutions