Job Summary We are seeking a customer-focused Help Desk Specialist to join our mid-sized law firm in downtown Baltimore. In this onsite role, you will provide top-notch technical support to attorneys, staff, and other stakeholders, ensuring seamless operation of our IT systems and applications. The ideal candidate will be hungry and eager to learn with a foundation in technical concepts, and technical subject matter, preferably, Microsoft 365, Intune, SharePoint, and document management systems like NetDocuments or iManage. A strong desk-side manner and commitment to delivering excellent customer service are essential. ________________________________________ Key Responsibilities • Respond to and resolve Tier 1/2 IT support tickets, ensuring timely and effective solutions for hardware, software, and network issues. • Provide desk-side support for end-users, troubleshooting technical problems and training users as needed. • Manage and maintain Microsoft 365 applications, including email, Teams, and OneDrive, ensuring optimal performance and user satisfaction. • Utilize Intune for device management and endpoint security. • Support and maintain document management systems (NetDocuments or iManage), ensuring accessibility, compliance, and functionality for legal operations. • Administer and troubleshoot SharePoint environments, including site creation, permissions management, and content organization. • Deliver training sessions and create documentation to help end-users effectively utilize IT tools and resources. • Proactively monitor and maintain IT systems to minimize downtime and ensure compliance with organizational policies. • Work closely with the IT Director to identify and implement process improvements, technology upgrades, and strategic initiatives. ________________________________________
Qualifications • 2+ years of experience in a help desk or technical support role, preferably in a law firm or detail oriented services environment. • Desire to learn Microsoft 365, Intune, SharePoint, and document management systems (NetDocuments or iManage). • Familiarity with Windows operating systems, networking basics, and IT security principles. • Exceptional customer service and communication skills with a proven ability to explain technical concepts to non-technical users. • Strong problem-solving abilities and attention to detail. • Bachelor's degree in IT or a related field is preferred. • Relevant certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator, ITIL) are a plus.
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