LEVEL II IT SUPPORT TECHNICIAN
Hybrid- 4 days onsite/ 1 day remote
POSITION OVERVIEW:
This is an intermediate-level position with opportunities for advancement as our law firm grows. The primary focus of this role is to support troubleshooting for NetDocs, Office 365, and law firm-specific applications. Candidates should have a solid understanding of O365 and experience in troubleshooting network, workstation, operating system, and application issues. The ability to work directly with attorneys and staff in a professional and efficient manner is critical to success in this role.
- Primary Responsibilities Include but are not limited to:
- Provide remote and on-site IT support, specifically tailored for the legal industry, to resolve issues for attorneys and staff with a focus on document management, O365, and other law firm applications.
- Configure, install, test, and support workstations, peripheral equipment, and software, ensuring all systems are compliant with data security standards.
- Ensure comprehensive documentation of firm environments, procedures, and equipment configurations for seamless IT operations.
- Assist with the implementation of new legal technologies and office hardware/software systems.
- Manage incoming phone and email support requests with professionalism and a high level of customer service.
- Track all support activities through Jira, ensuring accurate time and resolution details.
- Maintain high satisfaction levels with attorneys and staff by providing timely and effective IT solutions.
- SKILLS & EXPERIENCE REQUIRED:
- Strong understanding of Office 365 and its role in law firm operations, including administration and troubleshooting for document management (Word, Excel, OneDrive, and SharePoint).
- Experience with legal document management systems and other law-specific applications is highly preferred.
- Advanced troubleshooting and problem-solving skills for workstations, networks, applications and related systems.
- Excellent customer service skills with well-developed verbal and written communication skills.
- Experience with Local Area Networks (routing, switching, DHCP, and DNS).
- Strong attention to detail and adherence to firm policies and procedures.
- Ability to work independently with minimal supervision while providing quality service.
- Preferred Qualifications:
- Five or more years in a technical support role.
- Experience with Active Directory and EntraID for user and group management.
- Working knowledge of firewalls, routers, and switches.
- Microsoft Certifications are a plus.
- Required Qualifications:
- Strong understanding of Windows operating systems and proficiency in supporting Office 365 applications.
- Ability to support attorneys and legal staff with daily IT needs and unique legal software challenges.
- Onsite availability M-F / 8:00 a.m. – 5:00 p.m. Central Time.
