Job Description
Job Description
Position Summary
Provide fast, dependable technical support and hands-on systems administration that keeps employees productive and client information protected.
Key Responsibilities
- Resolve hardware, software, network, account, printer, telephony, and collaboration-tool issues.
- Provision and deprovision users, devices, permissions, and applications using approved controls.
- Maintain ticket records, asset inventory, documentation, patches, and equipment standards.
- Support office openings, moves, conference rooms, remote users, and technology rollouts.
- Escalate security incidents and complex technical issues promptly.
- Train employees on common tools, security practices, and self-service resources.
Required Qualifications
- Three or more years of help desk, desktop support, or systems administration experience.
- Strong Microsoft 365, Windows, networking, endpoint, and troubleshooting skills.
- Excellent customer service, documentation, and prioritization.
- Ability to lift and move standard IT equipment and travel between offices.
- Commitment to confidentiality and secure handling practices.
Preferred Qualifications
- CompTIA, Microsoft, or ITIL certification.
- Multi-office or law-firm support experience.
- Experience with ticketing and endpoint-management platforms.
Success Measures
- First response and resolution time
- Ticket backlog and user satisfaction
- Device and access accuracy
- Patch, inventory, and documentation compliance