IT Helpdesk Technician

Summary

We are seeking an IT Helpdesk professional who is responsible for overseeing the daily operations of the law firm's IT helpdesk and ensuring timely, professional, and effective technical support for attorneys, staff, and firm leadership. This role manages user support requests, coordinates IT service delivery, maintains hardware and software asset documentation, and helps ensure technology systems remain secure, reliable, and efficient in a fast-paced legal environment. You will work closely with our IT Manager and be the primary operational owner of IT support across the firm.

End-User Support

• Provide day-to-day technical support for attorneys, staff, and firm leadership
• Respond to and resolve helpdesk tickets, support requests, and technology-related issues in a timely and professional manner
• Troubleshoot hardware, software, printer, mobile device, and connectivity issues
• Provide both remote and in-person support across office locations
• Escalate complex technical issues appropriately when necessary

Technology & Systems Support

• Support Microsoft 365, Azure, Adobe, Windows environments, and related business applications
• Configure and deploy desktops, laptops, monitors, phones, and peripheral devices
• Assist with basic networking, VPN, and connectivity troubleshooting
• Utilize remote monitoring and management (RMM) tools to diagnose and resolve issues
• Assist with employee onboarding and offboarding technology setup

Asset & Documentation Management

• Maintain accurate inventory records for hardware, software licenses, warranties, and assigned equipment
• Track hardware assignments and refresh schedules
• Document support procedures, configurations, and recurring technical issues
• Maintain organized records of troubleshooting steps and resolutions

Operational Support & Improvement

• Identify recurring technical issues and recommend long-term solutions
• Assist with improving IT processes, workflows, and user experience
• Proactively identify technology gaps, risks, or operational inefficiencies
• Support overall IT operations and collaborate closely with firm leadership and external vendors as needed

Education & Experience

• 2–5 years of professional IT support or helpdesk experience, preferably in a professional services or law firm environment
• Strong working knowledge of: Microsoft 365, Microsoft Azure, Windows operating systems, Active Directory, basic networking concepts, remote support and RMM tools
• A+, Network+, or similar certifications preferred

Essential Skills, Abilities & Competencies

• Strong troubleshooting and problem-solving skills
• Excellent interpersonal and customer service skills
• Ability to communicate effectively with both technical and non-technical users
• Strong organizational and time management skills
• Ability to manage competing priorities in a fast-paced environment
• Ability to work independently while collaborating effectively within a team environment
• High level of professionalism, discretion, and responsiveness

What We Offer

• Competitive annual compensation package with bonus potential
• Flexible working environment: career and work-life balance supported
• Comprehensive Benefits & Wellness Packages: Medical, Dental, Vision, FSA Medical & FSA Dependent Care, Life Insurance, STD, LTD, AD&D, EAP, and supplementary voluntary health plans
• Biometric Wellness Screenings
• Commuter Reimbursement Program (parking, train, bus, etc.)
• 401(k) retirement plan with generous Firm match
• Opportunities for creative freedom and idea exchange in an innovative workspace

Our Culture

At Hamilton Miller & Birthisel, we cultivate talented individuals who bring fresh perspectives and innovative ideas. We offer a vibrant, inclusive culture where professional growth is celebrated, and success thrives through innovation, diversity, and collaboration. Your voice will be heard, your contributions valued, and your potential realized.

This response is AI-generated, for reference only.