IT Support Specialist

Position Overview

The IT Support Specialist delivers both on-site and remote technical assistance to lawyers, staff members, and business personnel across the firm. Reporting to the IT Services Manager, this role acts as the principal technical contact for the Chicago office while also supporting other locations when necessary. Responsibilities include aiding Chicago-based staff, managing conference room technologies, visitor technology, office relocations, and addressing urgent local IT needs.

Key Responsibilities

• Provide responsive support through calls, emails, walk-in help, remote tools, and service tickets.
• Troubleshoot and resolve issues related to hardware, software, mobile devices, printers, and network connectivity.
• Deliver timely, high-priority assistance to attorneys and executives, especially around meetings, legal deadlines, travel, and client work.
• Ensure secure remote connection support including VPN, Wi-Fi, and remote access setups.
• Support Microsoft 365 suite applications and collaborative tools like Outlook, Teams, SharePoint, OneDrive, Word, Excel, and PowerPoint.
• Manage conference room AV systems and hybrid meeting setups.
• Oversee multifunction devices and document handling workflows including printing securely and scanning to email.
• Assist with deployment and usage of Microsoft Copilot and other approved AI-driven productivity tools.
• Participate in AI project initiatives such as pilots and testing new tech solutions.
• Promote cybersecurity by helping users identify threats like phishing and social engineering.
• Maintain basic operational knowledge of security tools including Microsoft Defender, Intune, Entra ID, MFA, Mimecast, Bitdefender, and ThreatLocker, escalating issues when needed.
• Assist in device management including enrollment, compliance, troubleshooting blocked apps, software deployment, and approved application use.
• Support legal-specific software and document management systems, including providing first-level assistance for iManage Work, NetDocuments, and during document management transitions.
• Help troubleshoot litigation support tools, electronic discovery, trial presentation systems, and case management programs.
• Handle device setup, deployment, maintenance, and peripheral equipment support.
• Coordinate onboarding and offboarding processes including equipment distribution, access management, desk moves, and equipment recovery.
• Manage office technology projects such as workstation rollout, upgrades, replacements, relocations, and refreshes, while maintaining detailed asset records.
• Create and update technical documentation, guides, and knowledge base materials to enhance service quality.
• Engage in continuous improvement of IT service delivery and user satisfaction.
• Take part in on-call rotation and provide coverage for various offices and departments as necessary.
• Work occasional after-hours and weekends to support maintenance, moves, trials, and urgent attorney needs.
• Travel occasionally to other firm sites as business demands.

Qualifications

• Associate degree in Information Technology or a related discipline, or equivalent experience.
• At least five years of advancing experience in IT support roles.
• Strong expertise supporting Microsoft 365 apps, Windows 11, printers and multifunction devices, mobile devices, AV conferencing systems, networking, and peripherals.
• Proficient in ticketing and IT service management systems.
• Good understanding of cybersecurity concepts including phishing prevention, email security, secure remote access, and user security awareness.
• Ability to preserve confidentiality of firm, client, personnel, and case-related information at all times.
• Excellent communication, customer service, organizational abilities, and task follow-up skills.
• Capable of physically handling and moving computer equipment as necessary.
• Preferred experience with law firm or professional services IT environments.
• Familiarity supporting legal document management software such as iManage Work or NetDocuments.
• Knowledge of Microsoft cloud security tools like Entra ID, Intune, Defender, and endpoint/email security tools such as Mimecast, Bitdefender, and ThreatLocker.
• Experience supporting AI productivity tools including Microsoft Copilot.
• Understanding of litigation support, eDiscovery, trial presentation, case management, and legal tech applications.
• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator are advantageous.

Additional Information

The candidate must successfully complete a background check prior to employment. Salary for this role ranges between $65,000 and $85,000 annually. Benefits offered include medical, dental, health savings accounts, flexible and dependent care spending accounts, group term life and accidental death insurance, short-term disability, voluntary long-term disability, 401(k)/profit-sharing plans, transportation subsidies, paid time off, holidays, employee assistance programs, and access to mindfulness resources such as the Calm app.

Roetzel & Andress is an Equal Opportunity Employer committed to non-discriminatory hiring practices based entirely on merit and qualifications regardless of any protected status. The firm uses E-Verify to confirm employment authorization compliance.