White-Glove Tech Support Specialist – Legal AI Onboarding

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

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.