A high-performing legal services organization is seeking a detail-oriented and customer-focused IT Support Associate to join its technology team. This role is essential in delivering front-line technical support and ensuring the smooth operation of IT services. The ideal candidate brings strong problem-solving skills, excellent communication abilities, and a commitment to service excellence.

You will serve as the first point of contact for technical support requests, helping to ensure high user satisfaction and minimal disruption to daily operations. You’ll work collaboratively with other IT team members to identify, resolve, or escalate issues as needed, and help maintain reliable and secure IT systems.

Key Responsibilities

• Provide first-level support for hardware, software, and network-related issues.
• Troubleshoot and resolve technical problems quickly and professionally.
• Escalate complex or unresolved issues to higher-level IT personnel or specialized teams.
• Accurately log support requests, resolution steps, and outcomes in the ticketing system.
• Assist end-users with general IT inquiries and provide basic training on systems and tools.
• Monitor IT systems to proactively identify and resolve potential issues.
• Collaborate with the broader IT team to ensure efficient and coordinated support services.

Qualifications

• Foundational knowledge of computer hardware, software applications, and networking concepts.
• Strong analytical and troubleshooting skills.
• Excellent interpersonal and communication abilities, both verbal and written.
• Team-oriented with the ability to work independently when needed.
• Familiarity with IT ticketing systems and remote support tools.
• Previous experience in a help desk or technical support role.
• Understanding of IT support best practices and service management frameworks.

Preferred Skills & Certifications

• Certifications:
• CompTIA A+, Network+, or Security+
• Microsoft 365 or Azure Fundamentals
• HDI Desktop Advanced Support Technician (DAST)
• Technical Proficiency In:
• Microsoft Windows OS and Office 365 Suite
• Basic networking and diagnostic tools
• Remote desktop support platforms (e.g., TeamViewer, Remote Desktop, etc.)

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