IT Support Specialist

About the role

The IT Support Specialist provides hands-on and remote technical support to attorneys, staff, and business professionals across the firm. Reporting to the Manager of IT Services, this position serves as the primary on-site technical resource for the Chicago office while supporting all firm locations as needed. As the local IT owner, the Specialist supports Chicago-based attorneys and staff, conference rooms, guest and visitor technology, office moves, and time-sensitive local issues. The role is responsible for delivering exceptional customer service, resolving technology issues, supporting collaboration and productivity platforms, assisting with AI initiatives, and contributing to the successful deployment and adoption of firm technology.

Responsibilities

• Respond to support requests received through phone, email, walk-up interactions, remote support tools, and the firm's ticketing system
• Diagnose and resolve hardware, software, mobile device, printer, and connectivity issues
• Provide high-touch, time-sensitive support to attorneys and executives around meetings, court deadlines, client work, and travel. Support remote connectivity, including VPN, Wi-Fi, and secure remote and home-office access
• Support Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint, and Teams
• Support conference room technology, audio/video equipment, and hybrid meeting experiences
• Aid in the setup and support of multifunction devices, secure print, scan-to-email, and document workflows
• Assist with the setup and support of Microsoft Copilot and other approved AI-enabled productivity solutions
• Participate in pilot programs, testing, and deployment of new technology solutions
• Afford assistance with identifying and reporting suspicious emails, phishing attempts, social engineering attacks, and other cybersecurity threats
• Maintain first-level familiarity with firm security tooling, including Microsoft Defender, Intune, Entra ID and multi-factor authentication, Mimecast, Bitdefender, and ThreatLocker, and know when to escalate
• Assist with device enrollment, endpoint compliance, blocked-application troubleshooting, software deployment, and approved-application workflows
• Troubleshoot security-related issues and escalate suspected incidents or potential breaches to appropriate IT and security personnel
• Support legal-specific applications, document management systems, records systems, time entry applications, and other firm technologies
• Provide first-level support for legal document management systems such as iManage Work, NetDocuments, or similar platforms, including during the firm's DMS transition
• Provide first-level support for litigation support, eDiscovery, trial presentation, and case management applications
• Troubleshoot issues related to document production, electronic discovery, courtroom presentation technology, and legal software platforms
• Configure, deploy, maintain, and support desktops, laptops, monitors, mobile devices, and peripheral equipment
• Support user onboarding and offboarding, including equipment preparation, access coordination, desk moves, departures, and hardware recovery
• Perform workstation deployments, equipment upgrades, replacements, office moves, and office technology refresh projects
• Maintain accurate asset inventory and equipment documentation
• Create and maintain knowledge base articles, quick reference guides, technical documentation, and standard operating procedures
• Contribute to continuous improvement initiatives that enhance service delivery, user satisfaction, and support consistency
• Participate in the firm's on-call support rotation
• Perform occasional after-hours or weekend work as required for maintenance, office moves, trials, urgent attorney support, and deployments
• Travel periodically to firm offices as business needs require

Qualifications

• Associate degree in Information Technology or related field, or equivalent combination of education and experience
• Minimum of five years of progressive IT support experience
• Strong troubleshooting experience with Microsoft 365 applications, Microsoft Teams, Windows 11, printers and multifunction devices, mobile devices, audio/visual conferencing technologies, network connectivity, and peripheral devices
• Working knowledge of cybersecurity principles, phishing prevention, email security, secure access, and user security awareness
• Strong customer service, communication, organizational, and follow-through skills
• Ability to maintain the confidentiality of client, firm, personnel, and matter-related information at all times

Preferred Experience

• Supporting users in a law firm or professional services environment
• Experience supporting legal document management systems such as iManage Work, NetDocuments, or similar platforms
• Familiarity with Microsoft Entra ID, Intune, Defender, and related Microsoft cloud technologies, as well as endpoint and email security tools such as Mimecast, Bitdefender, and Threatlocker
• Experience supporting Microsoft Copilot and other AI-enabled business solutions
• Knowledge of litigation support, eDiscovery, trial presentation, case management, and legal technology applications

Benefits

• Medical
• Dental
• Health Savings Accounts
• Flexible Spending Accounts
• Dependent Care Accounts
• Group Term Life Insurance
• Accidental Death and Dismemberment Insurance
• Short-Term Disability
• Voluntary Long-Term Disability
• 401(k)/Profit Sharing Plan
• Transportation Allowance
• Paid Time Off
• Paid Holidays
• Employee Assistance Program
• The Calm App

Pay

$65,000 - $85,000

Schedule

Full-time

Roetzel & Andress, LPA is an Equal Opportunity Employer