Provide expedient, professional white glove service to Firm employees Troubleshoot software and system-related user requests escalated from the Help Desk (tier 1) team or received directly from users Maintain and support local office workstation hardware and applications, VOIP phones system, printers, video conference equipment and mobile devices Log requests and support activities in ticketing system and ensure all special requests and deviations are documented Support the onboarding process ensuring new users are added to necessary systems and set up with appropriate hardware Participate in weekly on-call rotation including being available after-hours, weekends and holidays when on call Provide general support to the Information Technology team, as needed, including assisting with firm-wide technology initiatives. High School Diploma, or equivalent, required; undergraduate degree in related field or commensurate working experience preferred Professional in both written and verbal communications Three (3) years working knowledge of Microsoft Office and Windows 11 required Working knowledge of Parallels VDI (Citrix), OWA, VPN, mobile device (Android and iPhone), video conference equipment, tracking/ticketing systems and networks required Knowledge of Aderant, Kofax PDF, iManage, VOIP phones systems and legal macro software strongly preferred Flexibility to work overtime including after-hours, holiday and weekends, as needed Ability to occasionally travel to other offices as needed Must be able to lift and move 40 lbs.