Help Desk Technician

About the Role

We are seeking a detail-oriented and client-focused Helpdesk Technician to join our IT team at a well-established law firm. This role is ideal for a motivated individual with strong technical troubleshooting skills and a commitment to providing exceptional support in a professional services environment.

As a Helpdesk Technician, you will be the first point of contact for attorneys, paralegals, and administrative staff experiencing technical issues. Your ability to communicate effectively, resolve problems efficiently, and maintain confidentiality is essential in our fast-paced legal environment.

Key Responsibilities

• Respond to and resolve helpdesk tickets in a timely and professional manner.
• Provide technical support for Windows OS, M365 Microsoft Office, and legal-specific applications.
• Manage user accounts in Active Directory and EntraID (creation, deactivation, password resets).
• Assist with email setup and troubleshooting (Intune, Exchange Online, mobile devices).
• OS imaging (e.g. Microsoft Autopilot), installation of applications, programs, drivers, etc.
• Familiarity with various mobile devices and technology is a plus.
• Support video conferencing tools such as Microsoft Teams, Zoom, and WebEx.
• Install and configure Windows-based workstations and peripherals.
• Map network drives and printers; troubleshoot connectivity and hardware issues.
• Provide basic to advanced network support (TCP/IP, VPN configuration).
• Maintain accurate IT documentation and follow internal procedures.
• Collaborate with IT team members and escalate issues when necessary.

Qualifications

• 2+ years of experience in IT support or helpdesk roles, preferably in a professional service and ANY legal environment experience is a PLUS.
• Strong troubleshooting and critical thinking skills.
• Familiarity with Active Directory/EntraID, Microsoft 365, and Windows OS.
• Experience supporting general third-party applications (e.g., web browsers, Cloud applications).
• Knowledge of VPN technologies
• Excellent communication and interpersonal skills.
• Ability to handle sensitive information with discretion.
• Ability to lift technical equipment up to 50lbs
• Relevant certifications (CompTIA, Microsoft, etc.) and a college degree are a plus.

EOE M/F/D/V