End-User Support Specialist

Foley Hoag seeks a versatile End-User Support Specialist to provide onsitesupport in our Denver office and Service Desk support for the firm. This role will deliver in-person technical support and during downtimehandle Service Desk calls and tickets. The ideal candidate willdemonstrateexceptional customer service technical troubleshooting skills and the ability to work independently in a dynamic environment.As a fully on-site positionthis role requiresin-officepresence Monday through Friday.

Responsibilities

Service Deskduties

• Provide first-level technical support via phone (Cisco Finesse) email and remote tools for hardware software and network issues.
• Troubleshoot and resolve issues related to Microsoft Office document management systems (iManage) VPN(Netskope) Citrix and other firm applications.
• Perform basic account management in Active Directory (new hires terminations access rights admin changes).
• Manage onboarding/offboarding tasks andmaintainticket hygiene in ServiceNow.
• Support mobile devices (smartphones/tablets) andassistwith MDM-related issues (Intune).
• Participate in helpdesk queue coverage during scheduled hours andmaintainSLAs.

End-user Services duties

• Provision and image laptops/desktops using Intune; configure loaner devices.
• Troubleshoot hardware issues (memory hard drives peripherals) and performcomponentswaps.
• Resolve local network connectivity issues and printer problems.
• Assist with AV setup and troubleshooting in conference rooms whenrequired.
• Meeting and Event Conferencing support
• Maintenance and troubleshooting of conference room hardware and software devices
• Working directly with AV Manager and AV team to support end user needs
• Manage vendors when needed on site
• Maintain and track IT assets and inventory for the Denver office.
• Provide in-person training for core applications and IT policies in coordination with the training manager.
• Move/maintain/lift server equipment out of/into racks for replacement and upgrades
• Coordinate technologyneeds forattorneys traveling internationally.

General

• Document all support activities in the ticketing system.
• Ensure compliance with firm security policies and procedures.
• Occasionallyassistwith after-hoursupdates or urgent support needs.

Qualifications

• 2 years of IT support experience (helpdesk and/or deskside); law firm or professional services experience preferred.
• Strong customer service orientation and problem-solving skills.
• Proficiencyin Windows 10/11 Microsoft Office 365 and common legal applications (iManageChangeProMetadact Innova).
• Familiarity with Active Directory CitrixXenDesktop VPN TCP/IP networking basics.
• Experience with imaging tools and endpoint management (Intune preferred).
• Ability tolift upto 15lbsand perform occasional hardware moves.
• Excellent communication skills and ability to work independently.
• Appreciation for Foley Hoags values of excellence service ethics collegiality and inclusivity.

Compensation range is$69000 to $78000commensuratewith related experience andqualification. The salary of the candidate selected for this role will be set based on a variety of factors including but not limited to internal equity experience specialty and training. The above salary range (or hiring range)representsthe firms reasonable estimate of the range ofpossible compensationat the time of posting.

Search firm submissions are not requested nor considered for this position.

Terms and Conditions Bysubmitting this application I acknowledge receipt of and agree to the terms ofFoley Hoags Privacy Statement. I certify that answers given herein are true and complete to the best of my the event of employment I understand that false or misleading information given in my application constitutes grounds for immediate termination.I hereby authorize Foley Hoag LLP to investigate the information on this application my references work record education and other matters related to my suitability for employment. Furthermore I understand that just as I am free to resign at any time Foley Hoag LLP reserves the right to terminate my employment at any time and for any reason. I understand that no representative of Foley Hoag LLP has the authority to make assurances to the contrary.Foley Hoag LLP uses Greenhouse as a platform for our recruiting and hiring activities. Greenhouse may collect and use personal data that I provide after anonymizing the data to train their AI large language models. By applying to Foley Hoag LLP I consent to Greenhouses use of my data in this manner.

Accessibility Foley Hoag is committed to affording equal access to job opportunities to qualified applicants with disabilities. Individuals with a disability who require accommodation or assistance in the job application process for a posted position may contact . This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

Foley Hoag LLP is an equal opportunity employer. This means that Foley Hoag LLP considers applicants for employment and makes employment decisions without unlawful regard to sex race color religion citizenship national origin ancestry sexual orientation gender identity age marital or domestic partner/civil union status military service or veteran statusdisability and any other characteristic covered by applicable federal state or local nondiscrimination laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

We do not pay search firm or agency fees when speculative and unsolicited candidate profiles are submitted. Please be advised that at this time we are not considering new agreements with search firms/agencies not currently on our preferred supplier list for Business Services Professionals recruitment.