Law Firm IT Support Specialist | Windows & AI

DBI STaffing; Washington (District of Columbia); On-site; USD 70,000 - 100,000; Full time

Job summary

Willkie is seeking a Technical Expert in Washington, DC to provide firmwide IT support, troubleshooting hardware, software, mobile devices, and AI platforms. The role offers remote and deskside assistance to attorneys and professionals, ensuring quick issue resolution with minimal disruption.

Multiple shifts are available with overtime and occasional weekends. You will coordinate escalations, maintain records, and follow strict information security practices in a fast-paced law firm environment.

Qualifications

• Minimum of three years of end-user technical support experience, preferably in professional services.
• Strong knowledge of Windows 11, macOS, Microsoft 365, and enterprise technology support.
• Experience with document management systems, legal applications, Citrix, and secure remote access.
• Familiarity with Microsoft Intune, Jamf, Apple Business Manager, and mobile device management.
• Experience supporting conference room technology, video conferencing, and AV equipment.
• Familiarity with AI platforms such as Harvey, ChatGPT Enterprise, CoCounsel, and Microsoft Copilot.
• Working knowledge of networking fundamentals and IT ticketing systems, preferably Zendesk.
• Excellent troubleshooting, communication, organizational, and customer service skills.
• Ability to manage competing priorities, work independently, and maintain confidentiality.
• Flexibility to work assigned shifts, overtime, and weekends.
• Certifications such as CompTIA A+, Microsoft, Apple, or ITIL are a plus.
• High school diploma or equivalent is required; associate’s or bachelor’s degree preferred.

Responsibilities

• Provide firmwide technical support via phone, email, chat, and in person, documenting and resolving requests through Zendesk.
• Troubleshoot and maintain computers, mobile devices, printers, peripherals, and remote access systems.
• Support Microsoft 365, iManage, Citrix, legal productivity applications, and AI platforms.
• Assist with employee onboarding, equipment deployment, office moves, offboarding, and asset management.
• Support conference room technology, video conferencing, client matters, and Firm events.
• Coordinate technical escalations, maintain documentation, and ensure effective shift handoffs.
• Follow Firm information security protocols and maintain confidentiality of client and business information.
• Perform other related duties as assigned.

Skills

End-user support

Windows 11

macOS

Microsoft 365

Customer service

Communication

Time management

Education

High school diploma

Associate's degree

Bachelor's degree

Tools

Zendesk

Microsoft Intune

Jamf

Apple Business Manager

Citrix

Microsoft 365

Job description

Willkie is seeking a Technical Expert in Washington, DC to provide firmwide IT support, troubleshooting hardware, software, mobile devices, and AI platforms. The role offers remote and deskside assistance to attorneys and professionals, ensuring quick issue resolution with minimal disruption.

Multiple shifts are available with overtime and occasional weekends. You will coordinate escalations, maintain records, and follow strict information security practices in a fast-paced law firm environment.