IT Support Specialist

Role Overview

Strategic Legal Practices, APC is seeking a practical, service-oriented IT Support Specialist to deliver onsite end-user support in a busy, high-pressure setting. This role needs someone with strong technical troubleshooting ability, a composed approach when issues escalate, and the confidence to work with demanding stakeholders while managing several priorities at once. The position will report directly to the IT Manager.

Key Responsibilities

• Handle first- and second-line support for desktop hardware, software, and network connectivity problems.
• Manage user accounts and access in Active Directory and Microsoft Entra ID.
• Oversee full onboarding and offboarding workflows, including account creation, device setup, and revocation of access.
• Administer SharePoint permissions and control user access to sites and resources.
• Manage Proofpoint email security settings, including filtering rules and quarantined messages.
• Assign Adobe Admin Console licenses and provision users.
• Support RingCentral and Zoom by creating users, configuring call groups, and resolving technical issues.
• Control Dropbox Business access, shared-folder permissions, and synchronization issues.
• Support Microsoft Purview compliance features such as policy setup, sensitivity labeling, and data loss prevention.
• Track and resolve helpdesk requests according to urgency and business impact.
• Partner with the managed service provider to escalate, coordinate, and close technical issues.
• Maintain hardware inventory, IT records, documentation, and the hardware room.
• Prepare, image, configure, and deploy devices through Windows Autopilot for a streamlined zero-touch setup.
• Enroll and manage mobile devices in MDM, including policy enforcement, app deployment, and security compliance.
• Keep internal IT documentation and knowledge base content current to support consistent processes and self-service troubleshooting.
• Perform basic network troubleshooting for Wi-Fi, VPN, and wired connections to restore service quickly.

Required Experience and Skills

• 2 to 3 years of experience in desktop support or helpdesk roles.
• Practical knowledge of Active Directory administration, including users, groups, Group Policy, and organizational units.
• Working familiarity with Microsoft Entra ID, including MFA, conditional access, and identity governance.
• Experience with tools such as Proofpoint, SharePoint, Adobe Admin Console, RingCentral, Zoom, Dropbox Business, and Microsoft Purview.
• Strong hands-on experience with Windows 10 and Windows 11; macOS experience is an advantage.
• Clear communication skills and the ability to work effectively with assertive stakeholders across levels.
• Ability to manage competing demands in a fast-moving, high-volume environment.
• Professional certifications such as CompTIA A+, Network+, or Microsoft credentials like MD-102 or MS-900 are considered a strong advantage.

Benefits and Perks

• 401(k) plan with employer matching.
• Health, dental, and vision coverage.
• Short-term disability, long-term disability, and life insurance.
• Paid parking.
• Generous paid time off.
• Employee referral program.
• Employee assistance program (EAP).
• Employee discount program.
• Coverage of bar dues and CLEs.
• Ongoing opportunities for professional development.

Compensation

The expected pay range for this role is $70,000 to $80,000 per year.