Senior Onsite IT Support Specialist – Legal

Concero; St. Louis (MO); On-site; USD 55,000 - 75,000; Full time

Job summary

Concero seeks an experienced deskside support specialist to deliver advanced in-person technical support to attorneys and staff. You will handle escalations, troubleshoot hardware/software, deploy solutions, and ensure stable end-user systems in a fast-paced legal environment. In-office presence is required.

You will assist with onboarding, imaging, conference room AV, and asset management while coordinating with multiple IT teams to resolve complex issues promptly.

Qualifications

• Associate’s degree in Information Technology or related field.
• Minimum of 5 years of hands-on deskside or field support experience.
• Law firm or professional services environment experience preferred.
• Experience with legal applications such as iManage, BigHand, Intapp, Aderant, Workshare/CompareDocs, Citrix, and PDF tools preferred.
• Industry certifications such as CompTIA A+, Network+, Microsoft 365, or Modern Desktop Windows are preferred.

Responsibilities

• Provides Tier 2 deskside support for escalations from the Service Desk, including hardware, software, account, printing, networking, and mobile device issues.
• Troubleshoots complex workstation problems related to Windows 10/11, Office 365, Teams, OneDrive, printers, security tools, and Firm-approved legal applications (iManage, BigHand, Intapp, Citrix, etc.).
• Supports new-hire onboarding, workstation setups, hardware replacement, and relocation/office moves.
• Performs hands-on support for workstation imaging, configuration, patching issues, driver problems, and peripheral troubleshooting.
• Provides support for AV-equipped conference rooms, Teams Rooms, webcams, microphones, monitors, and collaboration equipment.
• Understands workflows unique to legal professionals, including trial preparation, document workflows, remote access, and mobile productivity.
• Conducts onsite troubleshooting, walking users through resolutions or performing hands-on repairs as needed.
• Coordinates with the Service Desk, End-User Computing Engineers, Infrastructure, and Applications teams to upscale issues appropriately.
• Follows through on all escalated tickets to ensure resolution and user satisfaction.
• Assists with workstation lifecycle management including deployments, retirements, asset tagging, and documentation.
• Provides after-hours support on rotation when necessary for urgent issues or maintenance windows.
• Maintains accurate records in the ITSM platform (Freshservice/Halo/etc.), documenting troubleshooting steps and resolutions.
• Works closely with the Service Desk to identify training needs, recurring issue patterns, and opportunities for process or knowledge base improvements.

Skills

Professionalism

English fluency

Time management

Networking basics

Windows 10/11

Office 365

Teams

OneDrive

ITIL

Education

Associate’s degree in Information Technology

Tools

Freshservice

Halo ITSM

Job description

Concero seeks an experienced deskside support specialist to deliver advanced in-person technical support to attorneys and staff. You will handle escalations, troubleshoot hardware/software, deploy solutions, and ensure stable end-user systems in a fast-paced legal environment. In-office presence is required.

You will assist with onboarding, imaging, conference room AV, and asset management while coordinating with multiple IT teams to resolve complex issues promptly.