Information Technology Support Technician

The Phoenix Group; Palo Alto (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

The Phoenix Group seeks an IT Support Specialist to provide day-to-day technical support for attorneys, paralegals, and staff in a professional legal setting. You will resolve issues, maintain equipment, and support firm applications, ensuring users stay productive.

You will handle hardware, software, and network problems, support Microsoft Word/Excel/PowerPoint/Outlook, and assist with onboarding, conference room tech, and IT projects in a fast-paced environment.

Qualifications

• Strong working knowledge of Windows and Microsoft 365, Outlook, Word, Excel, PowerPoint, and Teams.
• Experience troubleshooting hardware, printers, and mobile devices.
• Familiarity with Active Directory and/or Microsoft Entra ID, and basic user support.
• Understanding of networking fundamentals: Wi-Fi, VPN, DNS, TCP/IP.
• Experience using a ticketing system to manage requests.

Responsibilities

• Serve as a primary IT help desk contact via phone, email, or in person.
• Diagnose and resolve issues with desktops, laptops, peripherals, and software.
• Troubleshoot Windows OS, Microsoft 365 apps, Outlook, Teams, and business software.
• Assist with password resets, MFA, and access issues.
• Support VPN, Wi-Fi, network connectivity, and remote access.
• Prioritize requests based on urgency and impact, keeping users informed.
• Escalate complex issues to appropriate teams and follow through.

Skills

Windows

Microsoft 365

AD / Entra ID

Networking

Ticketing

Communication

Prioritization

Confidentiality

Tools

iManage

NetDocuments

Microsoft Intune

Job description

We are seeking an IT Support Specialist to provide day-to-day technical support to attorneys, paralegals, and administrative staff in a professional legal environment. This individual will help keep users productive by resolving technical issues, maintaining equipment, and supporting the applications used throughout the firm.

The ideal candidate combines strong troubleshooting skills with a patient, service-oriented approach. You should be comfortable assisting users with varying levels of technical knowledge, handling time-sensitive requests, and supporting attorneys during client meetings, court deadlines, and other critical work.

Key Responsibilities

Technical Support and Troubleshooting

• Serve as a primary point of contact for IT support requests received through the help desk, phone, email, and in person.
• Diagnose and resolve issues involving desktops, laptops, monitors, docking stations, printers, scanners, and other peripherals.
• Troubleshoot Windows operating systems, Microsoft 365 applications, Outlook, Teams, and common business software.
• Assist users with password resets, account lockouts, multifactor authentication, and access issues.
• Troubleshoot VPN, Wi‑Fi, network connectivity, and remote access problems.
• Prioritize support requests based on urgency and business impact, keeping users informed through resolution.
• Escalate more complex issues to systems, networking, security, or application support teams and follow through until resolved.

Legal Applications and Document Support

• Support document management platforms such as iManage or NetDocuments, including document access, searching, filing, and integration with Microsoft Office.
• Assist with Microsoft Word formatting, templates, tracked changes, document comparisons, and PDF tools such as Adobe Acrobat.
• Help troubleshoot issues involving legal applications, time entry, billing, electronic signatures, and secure file sharing.
• Coordinate with application specialists or vendors when issues require additional expertise.
• Handle sensitive client and firm information in accordance with established confidentiality and security procedures.

Employee Onboarding, Offboarding, and Equipment

• Prepare and configure laptops, desktops, mobile devices, and related equipment for new hires.
• Install approved applications and verify that users have the appropriate access.
• Conduct technology orientations covering firm systems, remote access, meeting tools, and support procedures.
• Assist with office moves, workstation changes, equipment replacements, and technology upgrades.
• Support offboarding by collecting equipment and coordinating account access changes with the appropriate teams.
• Maintain accurate records of equipment assignments, inventory, and support activity.

Conference Room and Audiovisual Support

• Set up and troubleshoot conference room technology for internal meetings, client presentations, interviews, and virtual events.
• Support video conferencing platforms such as Microsoft Teams and Zoom.
• Assist with microphones, cameras, speakers, displays, screen sharing, and room connections.
• Perform meeting checks and respond promptly to technical issues during live sessions.
• Provide attentive support to partners, firm leadership, clients, and visiting professionals.

IT Operations and Documentation

• Record support requests, troubleshooting steps, and resolutions in the firm’s ticketing system.
• Create and maintain user guides, troubleshooting instructions, and internal knowledge articles.
• Identify recurring technical problems and recommend practical improvements.
• Assist with software deployments, operating system updates, device maintenance, and IT projects.
• Follow established procedures for endpoint security, software installation, access management, and data protection.
• Collaborate with IT colleagues across offices to deliver consistent service.

Required Qualifications

• Strong working knowledge of Windows and Microsoft 365, particularly Outlook, Word, Excel, PowerPoint, and Teams.
• Experience troubleshooting computer hardware, peripherals, printers, and mobile devices.
• Familiarity with Active Directory and/or Microsoft Entra ID, including basic user account and access support.
• Understanding of networking fundamentals, including Wi‑Fi, VPN, DNS, and TCP/IP.
• Experience using a ticketing system to manage requests and document work.
• Strong communication skills and the ability to explain technical issues clearly.
• Ability to manage competing priorities, remain calm under pressure, and follow through on open issues.
• Sound judgment when working with confidential information.

Preferred Qualifications

• Prior experience supporting a law firm or another professional services organization.
• Familiarity with iManage, NetDocuments, or similar document management systems.
• Experience supporting legal document workflows, PDF editing, document comparison, and timekeeping applications.
• Exposure to Microsoft Intune, endpoint management tools, and remote support platforms.
• Experience supporting conference rooms, audiovisual equipment, and executive users.
• Familiarity with macOS, iOS, and Android support.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications.

This role involves regular interaction with attorneys and staff and may require moving between workstations and conference rooms to provide hands‑on assistance. Depending on the firm’s needs, occasional support outside standard business hours may be required for urgent issues, scheduled maintenance, or important meetings.