Job Description

Key Responsibilities:

• Service Desk Support: Provide first- and second-line support through phone, email, and in-person interactions. Respond to IT issues, log incidents in the ticketing system, and resolve issues within defined SLAs.
• Hardware and Software Maintenance: Set up, troubleshoot, and maintain desktops, laptops, printers, and mobile devices. Perform hardware diagnostics and coordinate repairs with third-party vendors as needed.
• Application Support: Provide end-user support for legal and office software, including Microsoft Office 365, iManage, Workshare, Elite 3E, and other industry-specific applications. Assist users with document management, time tracking, and PDF editing tools.
• New Hire Onboarding: Assist with the onboarding of new employees by configuring laptops, mobile devices, VPN, and remote access tools. Conduct introductory IT training sessions for new hires on firm software and technology.
• Video Conferencing Support: Set up and troubleshoot video conferencing systems, ensuring smooth connectivity and high-quality video/audio for meetings. Support conference room setups, including video and audio equipment.
• Inventory and Asset Management: Track and manage IT assets, including laptops, desktops, printers, and mobile devices. Maintain accurate records of equipment assignments and inventory updates.
• Documentation: Update technical documentation and knowledge base articles to assist in user training and support. Record common issues and solutions to streamline future support efforts.
• Project Assistance: Collaborate on IT projects, including hardware rollouts, software upgrades, and technology enhancements. Provide insights and feedback on process improvements.

Technical Requirements:

• Proficiency with Windows 10/11 and Microsoft Office 365 applications.
• Experience supporting Document Management Systems (iManage or similar) in a law firm setting.
• Familiarity with VPN, Citrix, and other remote access technologies.
• Knowledge of IT ticketing systems such as ServiceNow, TOPdesk, or similar.
• Strong troubleshooting skills with hardware (PCs, laptops, printers) and mobile devices (iPhone, iPad, Android).
• Experience with legal applications such as Elite 3E, Workshare, Adobe Acrobat, and document management systems preferred.
• Knowledge of network fundamentals, including basic IP networking and connectivity troubleshooting.

Qualifications:

• Bachelors degree in Information Technology, Computer Science, or a related field preferred.
• 3+ years of experience in an IT support role, ideally within a law firm or professional services environment.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Customer-service oriented with a proactive, problem-solving attitude.
• Ability to work flexible hours and travel to other office locations as needed.

The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.

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