Tech Support Specialist II

About Modern Family Law

Modern Family Law is a rapidly growing national family law firm providing compassionate and innovative legal services. The company embraces a culture centered on family values and offers competitive compensation along with a broad range of benefits.

Role Overview

We seek a Tech Support Specialist II based in Colorado who excels in delivering remote IT support within a Mac-focused environment. This role involves providing Tier 1 and Tier 2 technical assistance to users across multiple U.S. time zones while maintaining confidentiality standards typical of law firms.

Primary Responsibilities

• Provide Tier 1 service desk support including responding to tickets, Slack messages, and Zoom calls to troubleshoot issues related to macOS, Microsoft 365, and other firm applications.
• Manage user accounts and access by assisting with password resets, MFA setup, provisioning and deprovisioning of users, and group permission management following established protocols.
• Troubleshoot hardware like displays, keyboards, printers, Apple devices, and support connectivity such as Wi-Fi and VPN for remote employees.
• Offer software assistance with key tools including Microsoft 365 suite, Salesforce, Adobe Acrobat, Zoom, Slack, and Jamf.
• Document solutions, update support materials, and enhance self-service knowledge bases to decrease repeat requests.
• Lead support efforts during new employee onboarding cycles by managing Slack channels and ticket queues.
• Adhere to agreed service level agreements ensuring timely responses and resolutions.
• Effectively escalate issues with comprehensive documentation and coordinate with Tier 2 or IT management as needed.
• Provide Tier 2 advanced troubleshooting focusing on macOS system issues such as file permissions, keychains, and performance optimization.
• Support Apple hardware including MacBooks, iMacs, iPhones, and peripherals.
• Maintain and support Apple MDM solutions like Jamf Pro, handling configurations, policies, scripts, app deployments, and reporting.
• Address identity and security issues including MFA challenges, disk encryption (FileVault), certificate troubleshooting, and endpoint security tools.
• Analyze and resolve persistent networking issues involving Wi-Fi, VPN, DNS, and network performance affecting remote workers.
• Support legal practice management and document systems (such as NetDocuments, Westlaw, DocuSign) including integration and synchronization problems.
• Ensure endpoint compliance by monitoring devices’ patch status, security posture, and remediating noncompliant devices or applications.
• Coordinate with software and hardware vendors on escalated issues to secure timely solutions.
• Continuously identify recurring challenges and suggest improvements to procedures, tools, and documentation.
• Perform additional responsibilities and projects as assigned.

Qualifications and Experience

• Reliable home-based work environment with steady internet connection and dedicated workstation aligned for productive work hours.
• Associate degree in information technology or related field, or equivalent practical experience.
• Two to four years of remote IT support experience covering both Tier 1 and Tier 2 responsibilities, preferably within Mac-centric settings.
• Strong proficiency supporting Apple hardware (MacBooks, iMacs, iPhones) and peripherals.
• Expertise in macOS, including system configurations, user profile management, and troubleshooting techniques.
• Hands-on knowledge of Apple MDM technologies, mainly Jamf, including policy creation, profile management, app deployment, and system reporting.
• Familiarity with identity and access management concepts, multi-factor authentication (Azure AD preferred), and role-based access controls.
• Understanding networking fundamentals such as TCP/IP, DNS, DHCP, VPN, and troubleshooting Wi-Fi connectivity.
• Knowledge of endpoint security practices including encryption (FileVault), least privilege principles, and secure data handling.
• Experience using ticketing or service desk systems (like Jira Service Management or Microsoft Lists) and familiarity with ITIL workflow processes.
• Proficiency with Microsoft 365, Adobe suite, and Zoom platforms.

Preferred Skills

• Certifications such as Apple Certified Support Professional (ACSP), Apple Device Support (ADS), Jamf 100/200/300, CompTIA A+, Network+, or ITIL Foundation are advantageous.
• Exposure to the legal industry and legal software tools including practice management, document management systems, billing, or eDiscovery technologies is helpful but not required.
• Awareness of security and compliance regulations including data retention, attorney–client privilege, and related legal confidentiality practices.
• Experience supporting collaboration platforms like Microsoft 365 (Outlook, OneDrive, SharePoint), Salesforce, Slack, Zoom/Zoom Phone, Adobe, and NetDocuments on Mac systems.
• Knowledge of cloud-based VoIP telephony, including Zoom Phone.

Key Attributes

• Excellent written and oral communication skills enabling support for diverse stakeholders.
• Proven ability to deliver responsive, efficient assistance to high-demand professionals.
• Capability to multitask accurately in a ticket-driven, fast-paced environment.
• Strong analytical skills with aptitude for independent resolution and appropriate escalation procedures.
• Commitment to thorough documentation and complete issue ownership from start through resolution.
• Adaptability to changing priorities within a growing organization.
• Professional handling of confidential and sensitive information.
• Quick learner able to master new systems and tools promptly.
• Physical ability to work at a computer for extended durations and handle equipment up to 10 pounds.
• Flexibility for occasional work beyond standard business hours as necessary.

Compensation and Benefits

The salary range is $72,000 to $96,000 annually, depending on experience, geographic location, and other permissible job-related factors.

• Comprehensive health coverage including medical, dental, and vision plans.
• Flexible spending and health savings accounts options.
• Short-term and long-term disability insurance.
• Life insurance with basic and voluntary options.
• 401(k) retirement savings plan.
• Paid vacation, sick, and public holidays.
• Employee assistance program support resources.
• Additional voluntary insurance benefits such as accident, critical illness, disability, long-term care, and pet insurance.
• Potential commuter and transit benefits depending on location.
• Remote work eligibility after six months of employment.

Equal Opportunity and Accessibility

Modern Family Law is dedicated to maintaining an inclusive workplace free from harassment, treating all applications without regard to race, religion, gender identity, sexual orientation, disability, and other protected categories according to law. Reasonable accommodations are available upon request to enable individuals with disabilities to perform their roles effectively.