Technology Support Specialist

Norm AI; United States; Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive salary and equity

401(k) with employer matching

Top-tier health, dental, vision ins.

Free lunch when in office

Paid parental leave

Relocation to NYC

State bar fee reimbursement

Job summary

Norm Ai is seeking a Technology Support Specialist to join the Core Technology Team. You will provide desk-side and remote assistance across macOS and Windows, Google Workspace, Microsoft 365, Slack, iManage, and conferencing tools to empower attorneys and staff.

You will own the attorney technology onboarding program, run training sessions, create quick-reference guides, and help users adopt new AI-enabled workflows while maintaining strict security and SLA adherence.

Qualifications

• 3 to 5+ years of end-user or desk-side technology support, incl. law firms.
• Experience delivering end-user training and writing clear documentation.
• Strong written and verbal communication; ability to explain tech to non-technical users.
• Familiarity with security procedures, MFA, and least privilege.
• Experience with platform migrations (macOS to Windows).

Responsibilities

• Provide desk-side and remote support for macOS and Windows.
• Own attorney technology onboarding program; run new-hire sessions.
• Run office hours, create FAQs and video walkthroughs.
• Handle IT help queue and meet SLAs; document fixes.
• Manage hardware inventory and conferencing room readiness.
• Translate technical issues into plain language; collect feedback.
• Track and report support metrics and propose improvements.
• Extend support to other offices/time zones.

Skills

End-user support

Desk-side support

Troubleshooting

Training delivery

Documentation

PowerShell

Bash

Security awareness

Scripting basics

Communication

Education

iManage Work certification

Litera certification

Microsoft Endpoint Administrator

CompTIA A+

Tools

Intune

macOS MDM

iManage Work

Litera

PowerShell

Bash

Microsoft 365

Google Workspace

Linear

Jira

ServiceNow

Job description

• The Technology Support Specialist at Norm Ai is a technical, internal-facing role within Norm Ai’s Core Technology Team
• You will be a trusted, hands-on technology partner for Norm Ai employees, including affiliated companies such as the attorneys and staff of Norm Law, an affiliated AI-native law firm
• This role will combine in-person technical support, onboarding, training, and customer service
• It’s a key part of ensuring that our employees are operationally positioned to best deliver operational value to the company
• This is a white-glove role
• You will work directly with partners and senior principals, often under deal pressure, and you will be the person they call by name
• You report to the Chief Security Officer and work closely with the Core Technology team and other internal/external stakeholders
• Support is your primary function, but the role sits at the intersection of service, training, and technology adoption, at a firm where the technology is the product
• Deliver desk-side and remote support to Norm employees, across macOS and Windows environments, Google Workspace, Microsoft 365 (Outlook, Word, Excel, Teams), Slack, iManage, conferencing, mobile devices, peripherals, and more
• Own the attorney technology onboarding program: device setup, coordinating account provisioning, and running new-hire sessions on iManage, Litera, Workbench, and other systems
• Run recurring office hours, floor walks, and enablement sessions in partnership with the Core Tech Team. You may also build quick-reference guides, FAQs, and short video walkthroughs so team members can help themselves
• Work tickets through our IT help queue, meet response and resolution SLAs, and document fixes so the next person can self-serve
• Process onboarding, offboarding, and access requests according to security procedures (approvals, least privilege, MFA), and elevate potential security issues promptly
• Manage hardware inventory and provisioning, and keep conference rooms, AV and other services in Norm offices ready for use
• Translate technical issues into plain language for users, and turn feedback into clear, actionable requests for other corporate partners and team members
• Track and report support metrics (ticket volume, time to resolution, satisfaction, platform adoption) and propose improvements to the support model
• Help extend support coverage as Norm grows, including colleagues in other offices and time zones

What Success Looks Like

• 30 Days
  • Get fully onboarded to Norm's stack, including iManage, Workbench, our MDM tools, and the IT help queue in Linear
  • Meet the partners and practice group leads you support, and learn how each group works and where the technology friction is
  • Handle tickets independently and co-deliver at least one new-hire onboarding session
• 60 Days
  • Own technology onboarding end to end for at least one new-hire cohort
  • Run a regular office hours cadence and publish or refresh the top attorney FAQs, starting with iManage and Workbench
  • Consistently meet support SLAs, with partners in your practice groups knowing you by name and coming to you first
  • On-call availability will be expected on a rotating basis

Benefits

• Competitive salary and equity
• 401(k) plan with a highly competitive employer matching contribution
• Top-tier health, dental, hospital, accident and vision insurance
• Free lunch provided when working from the office
• Paid parental leave
• Relocation reimbursement to move to NYC
• State bar fee reimbursement

Technical and Security Expertise

• Security-minded: you understand confidentiality obligations and follow access and data-handling procedures without shortcuts
• Experience designing and delivering end-user training, both in groups and 1:1, and writing clear, concise documentation
• Basic scripting or automation (PowerShell, Bash, or similar)
• A proven record of white-glove service with partners and senior principals. You stay calm under pressure, handle privileged and confidential information with discretion, and set expectations clearly and gracefully
• Experience supporting a platform migration, such as macOS to Windows or a document management system cutover
• Strong troubleshooting skills across macOS and Windows 10/11, Microsoft 365, and Google Workspace
• Genuine curiosity about AI tools and comfort using them in your own work. You can learn new, internally built applications quickly and teach them to others
• Background in a fast-paced startup or high-growth firm where you had to build processes as you went
• Experience with legal workflow tools such as metadata scrubbing, PDF editing (Adobe Acrobat), closing sets, and data rooms
• Experience with device management (Intune and a macOS MDM), SSO and MFA, and basic identity and access administration
• Relevant certifications: iManage Work certification, Litera certification, Microsoft (e.g., Endpoint Administrator), or CompTIA A+
• Excellent written and verbal communicator who can explain technology to non-technical audiences without condescension

3 to 5+ years of end-user or desk-side technology support, including at least 2 years in a law firm or legal/professional services environment (service desk, site support, or applications support)

Experience as a legal technology trainer or with a legal AI adoption program

Comfortable working in a ticketing system against SLAs; experience with Linear, Jira, ServiceNow, or equivalent tools

Hands-on experience with iManage Work (cloud preferred) and its Outlook and Word integrations; working knowledge of Litera Compare or a comparable document comparison tool