Law Firm IT Support Specialist – Tier 2

Ledgent Technology

California

On-site

USD 80,000 - 100,000

Full time

13 days ago

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Job summary

Ledgent Technology is seeking a User Support Specialist to provide high-touch IT support within a fast-paced environment. This role delivers Tier 2 support, resolving hardware and software issues for attorneys and business professionals.

The ideal candidate has strong desktop support experience, excellent troubleshooting skills, and a customer-first mindset. Experience in a law firm or professional services environment is highly preferred.

Qualifications

4+ years of experience providing desktop, hardware, and software support in an enterprise environment.
Strong experience supporting Microsoft 365, Windows 11, Active Directory, and enterprise desktop technologies.
Experience supporting laptops, desktops, mobile devices, printers, telephony systems, and peripheral hardware.
Familiarity with wired and wireless network environments.
Experience utilizing help desk ticketing systems and incident management processes.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent communication and customer service abilities.
Ability to prioritize and manage multiple requests in a fast-paced environment.
Experience supporting executive-level or business-critical users.

Responsibilities

Provide Tier 2 support for escalated hardware, software, and technology-related issues.
Troubleshoot and resolve issues involving Microsoft 365, Windows 11, Active Directory, email, networking, document management systems, and business applications.
Support desktops, laptops, mobile devices, printers, telephones, docking stations, and related peripherals.
Escalate complex technical issues to infrastructure, engineering, or application teams when necessary.
Deliver outstanding customer service while maintaining a strong sense of urgency for issue resolution.
Support Zoom, Microsoft Teams, and other collaboration technologies.
Assist with videoconference setup, testing, troubleshooting, and multi-office meeting support.
Perform audio and video checks before meetings and special events.
Provide conference room and collaboration technology support for attorneys and staff.
Participate in technology deployments, PC refreshes, office moves, and infrastructure projects.
Image and deploy computers, configure IP phones, and install printers and related hardware.
Perform firmware updates on laptops, desktops, docking stations, and other end-user devices.
Manage hardware inventory, asset tracking, and loaner equipment programs.
Support after-hours maintenance activities, upgrades, and special IT initiatives as needed.
Assist with new hire onboarding and technology training.
Provide guidance and education on supported technologies and best practices.
Contribute to support documentation and knowledge base materials.