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IT Support Specialist #28553

IT Support Specialist

Salary: $65K - $85K

2+ years of strong end user support/helpdesk experience in a law firm or professional services setting required

A reputable Boston law firm is looking for an IT Support Specialist to be responsible for providing the highest level of service and technical support for the firm’s professional and administrative staff, and occasionally firm clients.


  • IT Support Specialist will actively acknowledge and provide a timely response to all service desk calls, emails, and walk-ups at the service desk for onsite and remote users
  • Resolve software and hardware related computer system issues that include but are not limited to printing, remote access, antivirus, office support, phone, mobile application, document management, network account, and logon issues
  • Use the service desk portal to create tickets, clearly document, track, update, and close, while continuously keeping the end-user informed of their issue’s status
  • Maintain a CMDB and service desk log to identify recurring or chronic software or user problems and work with IT staff to develop and implement a plan to resolve said issues
  • Provide subject matter expertise and support for the firm’s computer hardware, operating system, and applications software portfolio, escalating to appropriate vendors and other IT personnel when appropriate
  • Develop sufficient knowledge of the network and server systems, and security tools to provide backup support when team members require assistance
  • Familiar with and capable of backup and file restoration techniques and be adept at facilitating these requests
  • Make the team aware of potential or actual IT issues in the environment by immediate escalation
  • Assist in identifying and recommending better practices and workflows to streamline operations at the service desk, within IT, and while supporting the end-users


  • Associate’s or Bachelor's Degree in a computer related field or equivalent experience preferred
  • 2+ years of strong end user support/helpdesk experience in a law firm or professional services setting
  • Strong customer service ethic is crucial to the success of this candidate
  • Excellent written and oral communication skills along with strong interpersonal skills
  • Must be patient and have the ability to gauge the end-user and their abilities while solving technical issues so not to speak above or below them
  • The ability to learn software quickly and apply their knowledge to support users
  • Ability to organize, follow guidelines and procedures, coordinate and monitor activities relating to user needs
  • High level of judgment, mental effort and/or strain while performing a high volume of tasks and performing other essential duties


To apply please email

Categories: Direct Hire| Technology Jobs, Region| Metro Boston - Massachusetts

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