IT Support Technician

A large, established law firm is seeking a Desktop Support Technician to join its Atlanta office. This full-time position provides Tier 1 and Tier 2 technical support to attorneys and staff and serves as a primary point of contact for day-to-day IT needs.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support for hardware, software, phone, and remote-access issues.
• Troubleshoot and support PCs, laptops, printers, phones, and other desktop peripherals.
• Respond to support requests promptly and ensure issues are resolved to the user's satisfaction.
• Document and track support requests through ServiceNow.
• Set up equipment and workstations for new hires, office moves, and other user needs.
• Maintain inventory of computer hardware and related equipment.
• Set up and support video conferencing and audiovisual systems.
• Escalate technical issues as appropriate and communicate updates to users.
• Identify recurring technical issues and report trends to IT leadership.
• Develop a strong working knowledge of the firm's technology environment.
• Participate in an after-hours on-call rotation, including nights, weekends, and holidays as needed.
• Assist with additional IT projects and departmental needs.

Requirements

• 3+ years of IT support or desktop support experience, preferably within a law firm or other professional services environment.
• Experience providing Tier 1 and Tier 2 technical support in a fast-paced, user-focused environment.
• Hands-on experience troubleshooting PCs, laptops, printers, phones, and related hardware.
• Familiarity with ticketing systems such as ServiceNow.
• Experience supporting video conferencing, audiovisual, and remote-access technologies.
• Strong troubleshooting, communication, and customer service skills.
• Ability to communicate effectively with attorneys, staff, and other professionals at all levels.