Help Desk Support Specialist

Job Description

Job Description

A well-established law firm in San Francisco is seeking a Level 2 Help Desk Specialist to provide advanced technical support for attorneys and staff in a fast-paced, professional environment. This role will serve as a key escalation point for complex issues, ensuring technology resources run smoothly to support the firm’s daily operations.

Responsibilities

• Provide Level 2 support for hardware, software, and network issues escalated from the Help Desk.

• Troubleshoot and resolve issues with Microsoft 365, document management systems (e.g., iManage, NetDocs), remote access tools, and other legal applications.

• Configure, maintain, and support desktops, laptops, mobile devices, printers, and peripherals.

• Assist with onboarding and offboarding processes, including equipment setup, account provisioning, and permissions management.

• Support video conferencing systems, remote connectivity (VPN, Citrix, RDP), and secure file transfer platforms.

• Collaborate with IT team members to identify recurring issues and recommend process or system improvements.

• Document resolutions and update knowledge base articles for future reference.

• Maintain compliance with firm security protocols and data confidentiality policies.

Qualifications

• 3+ years of IT support experience, preferably in a professional services or law firm environment.

• Strong knowledge of Microsoft 365, Windows 10/11, and common legal software (iManage, NetDocs, Adobe Acrobat, time & billing systems, etc.).

• Experience supporting Active Directory, Exchange, VPN, and remote desktop environments.

• Familiarity with e-filing systems, legal applications, and document management tools a plus.

• Excellent problem-solving skills with the ability to prioritize and manage multiple tasks.

• Strong communication and customer service skills, with a professional demeanor.