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Help Desk Technician - Law Firm IT Support
Job
ROGERS TOWNSEND LLC
Remote
Full-Time
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40
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Job Description
Position Summary We are seeking a customer-focused Help Desk Technician to provide day-to-day technical support for approximately 100 users in a mid-sized law firm environment. The ideal candidate will have experience supporting Microsoft Azure environments, virtual desktop infrastructure (VDI), and Microsoft Exchange Online within a professional services organization. This role is responsible for delivering responsive technical support to attorneys and staff, troubleshooting hardware and software issues, maintaining user accounts and devices, and ensuring reliable operation of cloud-based systems and virtual desktops. Occasional same-day travel to remote office locations is required. Key Responsibilities Provide Tier 1 and Tier 2 technical support for attorneys and administrative staff Troubleshoot and resolve issues related to: Windows 10/11 desktops and laptops Microsoft 365 applications Azure Active Directory / Entra ID Virtual desktop environments (Azure Virtual Desktop, Citrix, or similar) Exchange Online and Outlook Printers, scanners, and mobile devices VPN and remote access connectivity Set up and deploy user workstations, laptops, and peripherals Manage user accounts, permissions, password resets, and MFA configurations Support onboarding and offboarding processes for employees Monitor and respond to help desk tickets in a timely manner according to service standards Document troubleshooting steps, resolutions, and IT procedures Coordinate with vendors and escalated support providers as needed Assist with software updates, patch management, and endpoint maintenance Support conference room technology and video conferencing systems Participate in after-hours maintenance or emergency support on occasion Travel periodically to satellite or remote offices for onsite support and equipment deployments Required Qualifications 2+ years of help desk or desktop support experience Experience supporting Microsoft 365 and Exchange Online Familiarity with Microsoft Azure / Entra ID administration Experience supporting virtual desktop environments Strong knowledge of Windows operating systems and desktop hardware Understanding of networking fundamentals, VPNs, and remote connectivity Experience with ticketing systems and remote support tools Excellent communication and customer service skills Ability to prioritize and manage multiple support requests in a fast-paced environment Valid driver's license and reliable transportation for occasional day travel Preferred Qualifications Experience in a law firm or professional services environment Knowledge of legal applications such as document management or time/billing systems Microsoft certifications (MS-900, AZ-900, Modern Desktop Administrator, etc.) Experience with Intune, endpoint management, or cybersecurity best practices Skills & Competencies Professional demeanor and discretion when working with confidential information Strong troubleshooting and analytical skills Ability to communicate technical concepts to non-technical users Team-oriented with a proactive approach to support Strong organizational and documentation skills