IT Admin - Law Firm

Level 3 - IT Admin

FTE- Salary + Benefits

Onsite (not remote) - San Francisco CA

Responsibilities

• Providing responsive, user-focused support for hardware and software issues across a hybrid work environment.
• Acting as a second-level escalation point for IT Help Desk issues, ensuring SLA compliance and user satisfaction.
• Delivering deskside and remote support for desktops, laptops, printers, phones, mobile devices, and peripherals.
• Imaging, configuring, and deploying systems; installing pre-approved software and performing routine maintenance.
• Partnering with IT teams (Applications, Networking, Systems) and external vendors for advanced troubleshooting and escalations.
• Maintaining accurate asset inventory and incident documentation using standard ITSM and asset management tools.
• Supporting onboarding/offboarding processes and device lifecycle management.
• Ensuring timely follow-up and resolution of all assigned tickets and service requests.

Qualifications:

• Associate degree or equivalent work experience in IT; additional certifications (e.g., CompTIA A+, Microsoft MD-100/MD-101) strongly preferred.
• Minimum 5 years of hands-on desktop support experience in a professional environment.
• Familiarity with law firm software and workflows is preferred.
• Proficient with current Windows OS and Microsoft 365 applications (Excel, Outlook, PowerPoint, Word).
• Experienced with remote support tools (BeyondTrust), ITSM platforms (ServiceNow), and endpoint management (SCCM).
• Comfortable supporting:
• Adobe Acrobat & Nuance PDF
• iManage and other common Law firm Apps
• Modern browsers: Edge, Chrome, Firefox
• iOS/Android devices, IP phones, VPN connectivity
• Wireless connectivity for Windows, Mac, and mobile platforms
• Capable of troubleshooting and maintaining laptops, desktops, docking stations, and printers.
• Strong client service with a proactive approach to problem-solving.
• Excellent oral and written communication skills with a service-first attitude.
• Able to prioritize tasks and manage time in a fast-paced, deadline-driven environment while exhibiting a strong attention to detail.
• Professional, courteous, and adept at working with stakeholders at all organizational levels.
• High level of discretion and ability to maintain confidentiality.
• Willingness to work flexible hours and occasional overtime as needed.
• Must be self-motivated and able to successfully perform tasks independently with minimum supervision.