IT Support Specialist

IT Support Specialist (National Law Firm) – United States

Location: Fully Remote (supporting multiple U.S. offices)
Employment Type: Full-time, non-exempt
Schedule: Core business hours with rotating after-hours/on-call coverage

About the role

We’re a national law firm seeking a service-obsessed IT Support Specialist to deliver fast, friendly, and effective support to attorneys and staff. You’ll handle tickets and inbound calls, resolve issues across Windows and Microsoft 365, and keep users productive in a fast-paced, client-first environment. A strong work ethic, clear communication, and a proactive, “can-do” attitude are essential.

What you’ll do

Triage & resolve Level 1–2 issues via ticketing system, phone, and chat with a focus on first-call resolution and SLA adherence.

Microsoft 365 & Azure/Entra ID: Support Outlook/Teams/OneDrive/SharePoint, mailboxes, distribution lists, licensing, MFA, Conditional Access, and basic Azure/Entra tasks.

Windows 10/11 endpoints: Troubleshoot OS/application issues, profiles, updates, and performance; support Intune/Autopilot imaging where applicable.

Productivity apps: Support Office desktop apps, PDF tools, and common legal applications (DMS, time entry, dictation) — training provided.

Hardware & peripherals: Laptops, docks, printers/MFPs, scanners, monitors, conference room A/V, and Zoom/Teams Rooms.

Remote access & networking: VPN client setup, basic Wi-Fi/Ethernet troubleshooting, printer mapping, file share and permissions basics.

User enablement: Create/maintain KB articles, quick guides, and tips; coach users with patience and clarity.

Operations: Monitor queues after hours on a rotating basis; escalate thoughtfully; document work thoroughly.

What you’ll bring

2–4+ years of help desk/service desk experience supporting Windows and Microsoft 365 in a professional services environment (law firm experience a plus).

Working knowledge of Azure/Entra ID, Intune, MFA, Conditional Access, and basic PowerShell is a plus.

Excellent communication (plain-English explanations), empathy, and follow-through.

Proven ownership mindset with urgency, attention to detail, and strong time management.

Ability to participate in after-hours/on-call rotations and occasional planned maintenance windows.

Nice-to-have certifications: CompTIA A+/Net+, MS-900, MD-102, AZ-104 (or equivalent experience).

Why join us

Meaningful work supporting attorneys who rely on technology to serve clients.

Collaborative team, growth opportunities, and exposure to modern Microsoft cloud tools.

Competitive pay and benefits, PTO, and professional development support.

How to apply