Help Desk Support
Fennemore is a full-service business law firm with a 140-year legacy of excellence and a future defined by innovation. We embrace change, set new standards for how a modern law firm operates, and create environments where both clients and colleagues thrive. Our people-first philosophy is built on collaboration and creativity, fostering a strong sense of community, work-life balance, and a diverse and inclusive work environment.
About the role
We have an exciting opportunity for a Help Desk Support professional to join our growing firm. This full-time, onsite position is based in either our Seattle, WA or Boise, ID office and reports to the Help Desk Manager. As part of a collaborative technology team, you’ll play an important role in providing friendly, prompt, and professional technical support to users across the firm. This position requires regular travel to support our Pacific Northwest offices, including Seattle, WA; Spokane, WA; Boise, ID; and Coeur d'Alene, ID, as business needs require.
Responsibilities
- Provide responsive, professional, and friendly technical support for firm users regarding hardware, systems, software from applications, remote access, and network issues.
- Manage incoming help desk tickets, ensuring accurate documentation, timely follow-up, and resolution.
- Support remote staff to ensure efficient administration and operation of the firm’s computer, telephone, and conferencing systems.
- Assist in creating and maintaining documentation for in-house technologies, applications, and procedures.
- Troubleshoot and resolve issues related to Microsoft Windows, Microsoft Office, remote access, network connectivity, and security.
- Partner with the Help Desk Manager and IT team to improve systems, streamline processes, and enhance user experience.
- Communicate clearly and effectively with team members and colleagues across all levels of the firm.
- Participate in after-hours coverage rotation as needed, with flexibility for occasional overtime during high-volume periods.
- Adhere to departmental and firm goals and policies, performing other duties as assigned to support the success of the department and organization.
Requirements
- Bachelor’s or Associate’s degree in Information Systems or a related field, or equivalent experience.
- 3+ years of experience in IT support or a similar technical role.
- 3+ years of customer service experience in a computer support environment.
- A+ certification strongly preferred.
- Proficiency with Microsoft Windows, Microsoft Office 365, and Exchange Online.
- Experience with installation, configuration, troubleshooting, and maintenance of operating systems, applications, and hardware.
- Familiarity with LAN/WAN, Microsoft networking, VPN, and VDI configurations.
- Advanced troubleshooting skills and the ability to work independently with minimal supervision.
- Excellent communication skills and the ability to manage multiple priorities in a fast-paced environment.
- Familiarity with legal-specific software titles a plus, including: iManage Work, Intapp Time, Litera Compare, etc.
- Familiarity with non-legal software like Zoom Workplace, Microsoft Intune, etc.
- Willingness to travel regularly to support our other Pacific Northwest locations, including Spokane, WA and Coeur d'Alene, ID as needed.
This position requires a background check as part of the firm’s standard hiring process depending on location of candidate.
Pay
$70,000-$85,000/yr., depending on location of candidate.
Benefits
- Competitive base salary + annual merit increases
- On-the-spot monthly bonus program
- Workplace flexibility options
- 401k retirement plan with employer match & profit-sharing component
- Health, dental, and vision coverage + employer premium contribution
- Employer-paid group term life insurance
- Paid time off and paid holidays
- Employee wellness program
- Employee assistance program
- Opportunities for professional development