Onsite Tech Support Specialist: AI-Driven Legal Tech

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

Benefits offered by this job

Equity

401(k) with employer match

Health, dental, vision

Unlimited PTO

Free lunch in office daily

Employee referral bonus program

Relocation support to New York City

Job summary

Norm Ai is seeking a Technology Support Specialist to provide hands-on, white-glove technical support for our internal users, including partners and affiliated teams. You will deliver onboarding, training, and ongoing assistance across macOS/Windows, Google Workspace, and iManage environments.

The role reports to the Chief Security Officer and collaborates with the Core Technology team to ensure smooth operations, strong security practices, and high user satisfaction.

Qualifications

• 3–5+ years in end-user/desk-side technology support, 2+ years in legal/professional services.
• White-glove service experience with partners and senior leaders.
• Hands-on with iManage Work and its Outlook/Word integrations; familiarity with Litera Compare.
• Troubleshooting across macOS, Windows 10/11, Microsoft 365, Google Workspace.
• Experience with device management, SSO/MFA, and IAM basics.
• Designing and delivering end-user training; strong documentation skills.
• Comfort in a ticketing system and SLAs (Linear, Jira, ServiceNow, etc.).
• Genuine curiosity about AI tools and ability to learn internal apps quickly.
• Security-conscious with respect to confidentiality and data handling.
• Excellent written and verbal communication for non-technical audiences.

Responsibilities

• Deliver desk-side and remote support to Norm employees across macOS/Windows, Google Workspace, Microsoft 365, Slack, iManage, and more.
• Own attorney technology onboarding: device setup, account provisioning, and sessions on iManage, Litera, Workbench.
• Run office hours and enablement sessions; create quick-reference guides and video walkthroughs.
• Handle tickets, meet SLAs, and document fixes for self-service.
• Process onboarding/offboarding and access requests per security procedures (MFA, least privilege).
• Manage hardware inventory and ensure conference rooms and AV are ready.
• Translate issues into plain language; collect feedback for partners and teams.
• Track support metrics and propose improvements to the model.
• Extend support coverage as Norm grows across offices/time zones.

Skills

End-user support

White-glove service

iManage Work

Litera Compare

macOS & Windows

Intune & MDM

SSO & MFA

Training delivery

Ticketing SLAs

AI tools curiosity

Security-minded

Clear communicator

Tools

iManage Work (cloud)

Litera Compare

Workbench

Outlook integration

Microsoft 365

MDM (Intune)

Job description

Norm Ai is seeking a Technology Support Specialist to provide hands-on, white-glove technical support for our internal users, including partners and affiliated teams. You will deliver onboarding, training, and ongoing assistance across macOS/Windows, Google Workspace, and iManage environments.

The role reports to the Chief Security Officer and collaborates with the Core Technology team to ensure smooth operations, strong security practices, and high user satisfaction.