Support Desk Technician

Jobtailor; Philadelphia (Philadelphia County); On-site; USD 50,000 - 70,000; Full time

Job summary

Jobtailor is seeking a diligent IT help desk specialist to provide 1st and 2nd level support to our firm’s users across email, phone, and on-site. You will diagnose hardware and software issues, assist with teleconferences and meeting presentations, and document solutions in the ticketing system.

Travel to office locations in the United States and Canada is required up to 5%. Strong knowledge of Laptop hardware and Office 365, ServiceNow, and iManage is essential; law-firm experience is a plus.

Qualifications

• Effective interpersonal and relationship-building skills.
• Strong written and verbal communication skills.
• Advanced technical knowledge of laptop computers and hardware peripherals.
• Strong working knowledge of Microsoft Office 365 Application Portfolio.
• Document Management Systems experience a plus – iManage.
• Ticketing System experience - ServiceNow.
• Self-motivated with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a collaborative work environment.
• Ability to read and understand technical manuals and procedural documentation.
• College Degree or equivalent experience required.
• Certifications are a plus.
• Law firm experience is a plus.

Responsibilities

• Provide 1st & 2nd level technical support via email, phone, or desk‑side to assist all Firm network users.
• Log and track calls in the help desk ticketing system to closure and identify issues and trends.
• Escalate critical computer issues to the appropriate IS Tech groups to minimize impact on users’ work production.
• Provide support for users for teleconferences and meeting presentations in offices and conference rooms.
• Weekend and after‑hours support may be required.
• Travel to our office locations in the United States and Canada, 5% or less
• Help with configuration and installation of laptops and cell phones.

Skills

Interpersonal skills

Written/Verbal communication

Laptop hardware

MS Office 365

ServiceNow

IManage familiarity

Self-motivation

Collaborative work

Technical manuals literacy

Certifications a plus

Law firm experience

Education

College Degree or equivalent experience

Tools

ServiceNow

IManage

Help Desk Ticketing System

Document Management Systems

Job description

• Provide 1st & 2nd level technical support via email, phone, or desk‑side to assist all Firm network users.
• Log and track calls in the help desk ticketing system to closure and identify issues and trends.
• Escalate critical computer issues to the appropriate IS Tech groups to minimize impact on users’ work production.
• Provide support for users for teleconferences and meeting presentations in offices and conference rooms.
• Weekend and after‑hours support may be required.
• Travel to our office locations in the United States and Canada, 5% or less
• Help with configuration and installation of laptops and cell phones.

Requirements

• Effective interpersonal and relationship-building skills
• Strong written and verbal communication skills
• Advanced technical knowledge of laptop computers and hardware peripherals
• Strong working knowledge of Microsoft Office 365 Application Portfolio
• Document Management Systems experience a plus – iManage.
• Ticketing System experience - ServiceNow
• Self‑motivated with the ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Experience working in a collaborative work environment.
• Ability to read and understand technical manuals and procedural documentation.
• College Degree or equivalent experience required.
• Certifications are a plus.
• Law firm experience is a plus.

Core Competencies

Demonstrates advanced technical knowledge of laptop computers and hardware peripherals, along with strong proficiency in Microsoft Office 365 and ticketing systems like ServiceNow. Effective in providing 1st and 2nd level technical support while maintaining strong interpersonal and communication skills.

Highest-signal resume keywords

• Advanced Technical Knowledge of Laptop Computers
• Microsoft Office 365 Proficiency
• ServiceNow Ticketing System Experience
• Effective Interpersonal Skills
• Self‑Motivated Task Execution

ATS Optimization Keywords

Hard Skills

• Technical Support
• Laptop Configuration
• Hardware Peripherals
• Teleconference Support
• Meeting Presentation Support

Soft Skills

• Interpersonal Skills
• Written Communication
• Verbal Communication
• Relationship‑Building
• Collaboration

Industry Keywords

• Law Firm Experience
• Technical Manuals
• Procedural Documentation

Tools & Technologies

• ServiceNow
• IManage
• Help Desk Ticketing System
• Document Management Systems