IT Support Specialist

IT Support Specialist Department: Information Technology Reports To: Chief Information Officer Employment Type: Full-Time On-Site (with possible after-hours availability) Position Overview The IT Support Specialist plays a pivotal role in maintaining the operational continuity of all legal technologies ensuring attorneys and support staff can access and use mission-critical systems without interruption. This role requires responsiveness discretion and familiarity with specialized legal software and workflows. Core Responsibilities End-User Support - Serve as the first line of support for attorneys paralegals and administrative staff. - Troubleshoot and resolve issues related to desktop/laptop systems printers scanners remote access and video conferencing tools. - Provide expert support for legal-specific applications including: Document Management Systems (iManage) Time & Billing Systems (SurePoint) Case Management Tools (Relativity Concordance CS Disco) PDF/eDiscovery Tools (Kofax Power PDF Adobe Acrobat Concordance) Systems & Network Assistance - Support mobile device integration with email and firm systems (iOS/Android with MDM). - Assist with remote access troubleshooting (Citrix). - Ensure secure and compliant access to legal files and databases both in-office and remotely. Onboarding/Offboarding - Set up legal user profiles workstations and access to matter-specific systems. - Provide orientation for new hires on firm IT policies and legal tech tools. - Reclaim and deprovision access promptly upon offboarding. Documentation & Ticket Management - Accurately log categorize and resolve incidents using a ticketing platform (Jitbit). - Maintain up-to-date technical documentation FAQs and user guides specific to legal workflows. Qualifications Education & Experience - Associates or Bachelors degree in Information Technology or equivalent experience. - 3 years in a helpdesk or desktop support role preferably within a legal or professional services firm. Technical Proficiency - Strong knowledge of: Windows 11 and Microsoft 365 Active Directory and Group Policies Remote access and endpoint security best practices - Exposure to legal tech stack (DMS case management docketing tools) is highly preferred. Soft Skills - Calm under pressure with strong attention to detail and urgency. - Exceptional communication skills with the ability to translate technical issues for non technical users. - Discreet and respectful of client confidentiality and firm data security. Work Conditions - Standard business hours with flexibility for off-hours emergency support. - Must be able to lift/move equipment. Bonus Qualifications (Preferred Not Required) - LegalTech certifications (iManage Work Admin etc.) - Experience supporting hybrid work environments. - Familiarity with legal compliance standards (e.g. HIPAA GDPR NY DFS).