IS Operations Support

About the role

As a member of the Information Systems Department, the IS Operations Support role provides frontline operational and end-user support to ensure reliable, secure, and efficient technology services. This position partners with internal teams to manage day-to-day service requests, endpoint devices, and office technology to support business operations.

Responsibilities

• Support employee onboarding and offboarding by preparing, deploying, and recovering endpoint devices and peripherals in accordance with asset and security standards.
• Monitor and triage the IT service management (ITSM) ticketing system daily; log, categorize, prioritize, and route incidents and service requests according to SLAs.
• Communicate system outages and service degradations, providing timely status updates and escalation to the IS Operations Manager and appropriate teams.
• Manage multiple priorities simultaneously while delivering a high standard of customer service and clear, professional communication.
• Maintain accurate, auditable technology asset records, including inventory counts, assignments, lifecycle status, and chain of custody.
• Provide on-site and remote support for audio/visual and collaboration meetings (e.g., Microsoft Teams/Zoom), including room setup, connectivity checks, and real-time troubleshooting.
• Care for office moves, expansions, and acquisitions by coordinating technology readiness (endpoints, printers, conferencing, network handoffs) in partnership with internal teams and vendors.
• Provision and configure conference-room loaner equipment (e.g., projectors, laptops, peripherals) and ensure readiness for scheduled meetings.
• Cook up shipping, receiving, and tracking of technology equipment between offices, ensuring secure packaging, documentation, and delivery confirmation.
• Diagnose and resolve endpoint hardware issues; coordinate repair, replacement, and warranty/RMA claims with manufacturers and suppliers.
• Provide mobile device support and basic administration using the firm’s endpoint/MDM platform (e.g., device enrollment, policy compliance, and troubleshooting).
• Travel to regional offices as scheduled to provide on-site technology support, project assistance, and proactive maintenance.
• Provide end-user support (phone, remote, and desk-side) for business applications and operating systems, including Microsoft 365 (Office/Outlook/Teams), Windows, document management systems, internet/intranet, and firm-specific applications.

Qualifications

• A high school diploma or equivalent required.
• An associate’s degree in a related field, or an equivalent combination of education and experience, preferred.
• Minimum of two (2) years of relevant experience in an IT support or IT operations role required; professional services or law firm experience preferred.

Knowledge, Skills, & Abilities

• Ability to support scheduled maintenance and incident response that may occasionally occur outside standard business hours; flexibility in availability is required.
• Strong verbal and written communication skills.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Demonstrated commitment to exceptional customer service.
• Ability to learn new technologies quickly and apply information accurately.
• Strong attention to detail with the ability to document work and follow processes consistently.
• Ability to prioritize and execute tasks effectively in a high-volume, time-sensitive environment.