Service Desk Specialist II

Bowman and Brooke LLP; City of Troy (NY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Paid time off

Retirement plan

Holidays

Employee assistance program

Casual atmosphere

Job summary

Bowman and Brooke LLP in Troy, Michigan is seeking a Service Desk Specialist with 3-5 years of experience to join our IT team. You will resolve user issues, support hardware, and assist with AV setups for meetings, ensuring secure handling of firm data.

The role requires strong customer service, written and verbal communication, and the ability to work on-call shifts. Travel to trial sites may be required and occasional onsite visits to other offices.

Qualifications

• High school diploma with at least 3 years in a technical support role
• Proficiency with Windows 11 and M365 Office Suite
• Strong customer service and communication skills

Responsibilities

• Resolve user issues with Windows 11 and Microsoft 365
• Provide direct hardware support for desktops, laptops, tablets, and mobile devices
• Assist with on-site AV setups for meetings and trial locations
• Offer remote and desk-side support and basic network troubleshooting
• Serve as SME for at least one application or process
• Maintain firm data security and privacy
• Occasional travel to trial sites and other offices as needed
• Support nationwide trials and in-office IT operations

Skills

Customer service

Verbal communication

Written communication

Time management

On-call readiness

Education

High school diploma

CompTIA A+ certification

Microsoft Certified Professional

Tools

Windows 11

M365 Office Suite

iManage Work

Active Directory

Remote desktop support tools

Ticketing software

Job description

Bowman and Brooke LLPis a national product liability boutique law firm with more than 200 lawyers in 17 offices known for defending household name manufacturers of motor vehicles, medical devices, pharmaceuticals and consumer products in high exposure, technically intricate lawsuits and mass torts throughout all 50 states. We have surpassed our 1,000thtrial milestone, affirming our rank as one of the foremost product liability trial firms in the country.

At Bowman and Brooke, we know it takes each and every team member to deliver best in class service. That’s where you come in! We are actively searching for a Service Desk Specialist with 3-5 years of experience to join our team in Troy, Michigan

Position Responsibilities Include

• Resolve user issues with our software suite (Windows 11,M365 Office Suite, Adobe Acrobat, Microsoft Teams, iManage Work, and other legal software)
• Direct support for all hardware devices (desktops/laptops, tablets, smartphones, printers, VoIP phones, and audio/visual equipment)
• Resolve firmwide user issues via remote access support and local desk-side service
• Troubleshoot basic local network issues under direction of IT Infrastructure Team
• Serve as subject matter expert for at least one application or process
• Perform general technical support tasks and other projects/duties as assigned
• In-office audio/visual support for meetings utilizing Microsoft Teams Room systems
• Oversight for at least one additional office location, to include regular onsite visits
• Support trials across the country, working onsite at trial locations as needed
• Maintain the security/privacy of Firm data and assets

Education, Experience, Skills

• High school diploma plus a minimum of 3 years of experience in a technical support role(deskside preferred)
• Demonstrated proficiency with Windows 11,M365 Office Suite, computer hardware and peripherals
• Knowledge of basic networking principles and Active Directory concepts
• Working knowledge of the following:
• desktop remote assistance
• document management system (iManage Work preferred)
• imaging and desktop deployment
• ticket tracking software
• CompTIAA+ and Microsoft Certified Professional certifications preferred
• Exemplary customer service skills in an occasionally demanding and stressful environment
• Strongwritten and verbalcommunication skillsand the ability to effectively collaborate withteammembers
• Maintain a professional demeanor and appearance in line with office standards, including appropriate attire and conduct
• Strong organizational and time management skills
• Proven ability to translate technical jargon and concepts to non-technical users
• Must be able to work "on-call" shifts on a regular basis. Thisincludesweekday evenings and weekend days.
• Occasionaltravel to trial sites or other office locations as needed

Benefits: We offer a competitive compensation and benefits package including comprehensive medical, dental, and vision insurance; firm paid life, disability, domestic partner benefits; a generous paid time off policy; retirement savings plan with employer profit sharing contributions; nine paid holidays; well-being programs and activities; a 24/7 employee assistance program with confidential counseling; and more! We enjoy a casual atmosphere and attire.

Equal Opportunity Employer