Tier I Help Desk Technician

Westaff's Career Division is now recruiting for a Tier I Help Desk Technician to provide first-line technical support to attorneys, paralegals, legal assistants, and administrative staff in a fast-paced law-firm environment. This role is responsible for resolving routine technology issues, assisting users with Microsoft Office and legal-document workflows, accurately documenting support requests, and escalating more complex issues to senior IT staff or outside vendors when appropriate. 

This position is for a local, well established corporate law firm. In office position (not remote). Monday - Friday, 830am-500pm. 

Salary range is $45K-55K plus benefits  

The ideal candidate is patient, professional, service-oriented, and comfortable working directly with
users who have varying levels of technical experience. Candidates with paralegal, legal assistant,
litigation-support, or legal-document-production experience—and strong technical aptitude—are
especially encouraged to apply.

Responsibilities: • Provide responsive first-level technical support by phone, email, remote-support tools, and in
person.
• Serve as a professional and approachable point of contact for attorneys, paralegals, legal
assistants, and business-services staff.
• Troubleshoot common Windows PC issues, including login problems, printers, monitors,
docking stations, keyboards, mice, audio devices, and basic network-connectivity issues.
• Assist users with Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint,
Teams, OneDrive, and SharePoint.
• Support Microsoft Word document formatting, including styles, tables of contents, headers and
footers, page numbering, section breaks, templates, track changes, redlining, comments, and
document comparison.
• Assist with PDF-related needs, including creating, combining, converting, saving, printing, and
basic troubleshooting of PDF documents.
• Support legal-document workflows involving pleading formatting, exhibits, discovery
materials, court filings, document revisions, and version control, as applicable.
• Create, configure, deploy, and troubleshoot user workstations, laptops, monitors, printers, and
peripheral devices.
• Assist with user on-boarding and off-boarding tasks, including workstation setup, account-access
coordination, equipment issuance and recovery, and basic orientation to firm technology. 

Reset passwords and assist with multi-factor authentication, account-access issues, and approved
access requests in accordance with firm security procedures.
• Record incidents, requests, troubleshooting steps, and resolutions in the firm's ticketing system.
• Prioritize support requests based on urgency, business impact, attorney needs, court deadlines,
hearings, trials, and client-service requirements.
• Escalate hardware failures, complex application issues, security concerns, network issues, and
unresolved incidents to appropriate IT personnel or vendors.
• Maintain confidentiality and handle all firm, client, case, financial, and personnel information
with discretion.
• Follow firm IT policies, security procedures, documentation standards, and service-level
expectations.
• Help maintain IT documentation, user guides, knowledge-base articles, and standard operating
procedures.

• High school diploma or equivalent; associate degree, technical certification, or equivalent
practical experience is preferred.
• One or more years of help desk, desktop support, technical-support, legal-technology, paralegal,
legal-assistant, or comparable customer-service experience.
• Strong working knowledge of Microsoft Office, particularly Microsoft Word and Outlook.
• Ability to troubleshoot common PC hardware and Windows operating system issues.
• Familiarity with basic concepts related to printers, network connectivity, Wi-Fi, user accounts
and passwords.
• Strong interpersonal, verbal, and written communication skills.
• Ability to explain technical issues and instructions clearly to nontechnical users.
• Excellent customer-service skills, including patience, empathy, professionalism, follow-through,
and sound judgment.