Legal AI Tech Support Specialist (White-Glove, NYC)

Norm Ai; New York (NY); On-site; USD 120,000 - 145,000; Full time

Benefits offered by this job

Equity included

401(k) with employer match

Health, dental, vision

Unlimited paid time off

Free lunch in office daily

Relocation assistance to NYC

Job summary

Norm Ai, the agentic law company, seeks a Technology Support Specialist to provide desk-side and remote IT support for attorneys and staff, including affiliated Norm Law. You will own the onboarding program, run office hours, and manage the IT help queue with a focus on security and user-friendly training.

This is a highly collaborative, in-person role in our New York City offices, requiring 4–5 days on-site and close coordination with the Core Technology Team and legal staff.

Qualifications

• 3–5+ years of end-user or desk-side technology support, with 2+ years in professional services or law.
• Proven white-glove service experience with partners and senior leaders.
• Experience with iManage Work (cloud preferred) and Outlook/Word integrations.
• Strong troubleshooting across macOS/Windows and Microsoft 365.
• Experience with device management (Intune), SSO/MFA, and access administration.
• Ability to design/end-user training and write clear documentation.
• Comfort working in ticketing systems and meeting SLAs; ability to learn internal apps quickly.

Responsibilities

• Deliver desk-side and remote support across macOS/Windows and common apps.
• Own attorney onboarding program: device setup, account provisioning, session delivery.
• Run office hours and enablement sessions; create quick-reference guides and videos.
• Process tickets in the IT queue; meet SLAs and document fixes.
• Manage onboarding/offboarding and access requests with security in mind.
• Maintain hardware inventory and ensure conference rooms and AV are ready.
• Translate technical issues into plain language and capture improvement requests.
• Track support metrics and propose model enhancements.
• Extend coverage to other offices and time zones as Norm grows.

Skills

End-user Support

White-glove Service

iManage Work

macOS/Windows

MDM/SSO

Training & Documentation

Tools

iManage Work

Litera Compare

Microsoft 365

Google Workspace

Linear/Jira/ServiceNow

Intune

Job description

Norm Ai, the agentic law company, seeks a Technology Support Specialist to provide desk-side and remote IT support for attorneys and staff, including affiliated Norm Law. You will own the onboarding program, run office hours, and manage the IT help queue with a focus on security and user-friendly training.

This is a highly collaborative, in-person role in our New York City offices, requiring 4–5 days on-site and close coordination with the Core Technology Team and legal staff.