Job Description
Job Description
POSITION SUMMARY:
Ikon's Client, a premier law firm is seeking a temporary IT Help Desk Support Technician to provide front-line technical support to attorneys, paralegals, and business services staff.
This is a hands-on, customer-facing role in a fast-paced legal environment where responsiveness, discretion, and professionalism are essential. The technician will resolve day-to-day technology issues, escalate more complex problems, and help ensure minimal disruption to the practice of law.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Serve as the first point of contact for technology support requests received by phone, email, self-service ticketing, and in person.
- Log, track, and update all incidents and service requests in the firm's ticketing system, ensuring accurate documentation and timely follow-up.
- Troubleshoot and resolve hardware, software, printing, mobile device, and connectivity issues for desktops, laptops, and peripherals.
- Provide support for Microsoft Windows and Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams) and other firm-standard applications.
- Support legal-specific applications such as document management, document comparison and metadata tools, and time-and-billing systems.
- Perform routine account administration through Active Directory / Microsoft Entra ID, following established procedures.
- Set up, image, and deploy workstations and mobile devices; assist with user onboarding and offboarding.
- Provide support for conference room technology, audio/visual equipment, and video conferencing (Teams / Zoom).
- Support mobile devices managed through Microsoft Intune, including enrollment and basic troubleshooting.
- Escalate unresolved or complex issues to Tier 2/3 and infrastructure teams, and follow through to resolution.
- Maintain the confidentiality and security of firm and client information at all times, adhering to the firm's information security policies.
QUALIFICATIONS, SKILLS AND COMPETENCIES:
- 1–3 years of help desk or desktop support experience, preferably in a professional services or law firm environment.
- Working knowledge of Windows 10/11 and Microsoft 365 in an enterprise setting.
- Familiarity with Active Directory / Microsoft Entra ID for basic user administration.
- Strong customer service orientation, with the ability to support attorneys and staff at all levels with patience and professionalism.
- Excellent verbal and written communication skills.
- Ability to handle confidential and privileged information with discretion.
- Availability to commit to the full duration of the assignment [and to provide occasional after-hours or weekend coverage, if required].
- Experience supporting legal applications (document management, comparison tools, time and billing).
- Experience with ticketing / ITSM platforms (e.g., ServiceNow, Cherwell, or similar).
- Familiarity with remote support tools and mobile device management (Intune).
- Relevant certifications (e.g., CompTIA A+; Microsoft 365 Certified: Modern Desktop Administrator).
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- May require lifting and moving computer equipment (up to ~25 lbs) and working under time-sensitive conditions.
ATTENDANCE REQUIREMENTS:
This is a full‐time, on‐site position 5 days, based in the firm’s New York office. Regular and consistent attendance in the Firm’s office is an essential function of the role. The position is not eligible for remote or hybrid work arrangements.
Schedule Requirements: 12pm-8pm Monday-Friday with flexibility based upon scheduling.