White-Glove Tech Support Specialist – NYC Onsite

Norm; New York (NY); On-site; USD 120,000 - 145,000; Full time

Benefits offered by this job

401(k) with employer match

Health coverage

Dental coverage

Vision coverage

Unlimited PTO

Free lunch in office

Employee referral bonus

Job summary

Norm is seeking a Technology Support Specialist for its New York City office. You will provide desk-side and remote support across macOS/Windows, Google Workspace, and Microsoft 365, working closely with partners and senior principals.

You will own onboarding programs for attorneys and translate technical issues into actionable improvements. This white-glove role requires calm under pressure, discretion with privileged information, and a strong ability to train and document processes.

Qualifications

• 3–5+ years of end-user or desk-side technology support, incl. 2+ years in a law firm or professional services environment.
• Proven white-glove service with partners and senior principals; handling confidential information with discretion.
• Hands-on experience with iManage Work (cloud preferred) and its Outlook/Word integrations; knowledge of Litera Compare or similar tool.
• Strong troubleshooting across macOS and Windows 10/11, Microsoft 365, and Google Workspace.

Responsibilities

• Deliver desk-side and remote support to Norm employees across macOS/Windows, Google Workspace, Microsoft 365, and collaboration tools.
• Own attorney technology onboarding: device setup, provisioning, and sessions on iManage, Litera, Workbench.
• Run recurring office hours and enablement sessions; develop quick-reference guides and FAQs.
• Process tickets and meet SLAs; document fixes for self-service future users.
• Manage onboarding/offboarding and access requests per security procedures (MFA, least privilege).
• Manage hardware inventory and conference-room tech; keep Norm offices ready for use.
• Translate technical issues into plain language and capture actionable feedback for partners.
• Track support metrics and propose improvements; extend coverage to other offices/time zones.

Skills

End-user support

White-glove service

iManage Work

Litera integration

Microsoft 365

Google Workspace

Intune / MDM

SSO & MFA

Training delivery

Documentation

Tools

iManage Work

Litera Compare

Microsoft 365

Intune

Jira

ServiceNow

Linear

Job description

Norm is seeking a Technology Support Specialist for its New York City office. You will provide desk-side and remote support across macOS/Windows, Google Workspace, and Microsoft 365, working closely with partners and senior principals.

You will own onboarding programs for attorneys and translate technical issues into actionable improvements. This white-glove role requires calm under pressure, discretion with privileged information, and a strong ability to train and document processes.