IT Support Specialist

Company Overview

Job Summary

Responsibilities and Duties

• Provide onsite and remote technical support for attorneys and professional staff.
• Respond to incidents and service requests through the firm’s IT service-management platform and maintain accurate ticket documentation.
• Troubleshoot Windows desktops and laptops, monitors, docking stations, printers, scanners, headsets, webcams, mobile devices, and related peripherals.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and other approved applications.
• Troubleshoot Citrix/VDI sessions, published applications, profiles, printing, peripherals, and user-performance issues.
• Assist users with approved password, MFA, authentication, account-access, and Microsoft Entra ID-related issues.
• Troubleshoot basic Wi-Fi, TCP/IP, DNS, DHCP, VPN, and office-connectivity issues.
• Support conference rooms, meetings, audiovisual equipment, and other office technology.
• Configure, deploy, replace, recover, and inventory laptops, desktops, monitors, docking stations, mobile devices, and peripheral equipment.
• Assist with employee onboarding, transfers, and offboarding, including equipment, account, software, and access readiness.
• Install approved software and support device enrollment, configuration, patching, and endpoint-management processes.
• Maintain accurate device assignments, inventory records, warranty information, and equipment-recovery documentation.
• Serve as a primary onsite IT resource for the Miami/Dadeland office.
• Travel to other Rubenstein Law offices throughout Florida for installations, troubleshooting, equipment replacement, office openings, relocations, expansions, and other technology needs.
• Occasionally travel to New York offices when onsite technical support is required.
• Coordinate with office contacts, Facilities, Internet providers, hardware vendors, and third-party support providers when onsite assistance is needed.
• Perform basic onsite troubleshooting of network equipment, cabling, printers, conference-room technology, and connectivity under the direction of the Infrastructure team or managed service provider.
• Diagnose issues systematically and determine whether the likely cause involves the user, endpoint, account, application, network, infrastructure, or vendor service.
• Document symptoms, scope, business impact, exact error messages, screenshots, troubleshooting completed, and results before escalation.
• Escalate advanced infrastructure and vendor-supported issues through established third-party support procedures while maintaining ownership of user communication and ticket follow-up.
• Recognize potential P1 or P2 incidents and immediately follow the firm’s Major Incident Management process.
• Escalate suspected phishing, malware, account compromise, data exposure, or other cybersecurity incidents immediately.
• Create and update Help Desk knowledge articles, troubleshooting procedures, and known-issue documentation.
• Participate in team knowledge sharing, training, and continuous-improvement activities to increase first-contact resolution and reduce unnecessary escalations.

Qualifications and Skills

• 3+ years of hands-on IT support, desktop support, Help Desk, endpoint support, or similar experience.
• Strong experience troubleshooting Windows desktops and laptops.
• Hands-on experience supporting Microsoft 365, particularly Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Working knowledge of Microsoft Entra ID, MFA, user accounts, and authentication troubleshooting.
• Experience supporting Citrix, VDI, Windows 365, Azure Virtual Desktop, or a comparable virtual desktop environment.
• Experience deploying and troubleshooting laptops, desktops, printers, scanners, docking stations, monitors, mobile devices, and other peripherals.
• Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and basic network troubleshooting.
• Experience with an IT service-management platform such as Freshdesk, Freshservice, ServiceNow, Jira Service Management, or a comparable system.
• Strong customer-service, communication, documentation, prioritization, and troubleshooting skills.
• Ability to work independently, remain organized, and take ownership of technical issues through resolution.
• Ability to work full-time onsite at the Miami/Dadeland office.
• Valid driver’s license and ability to travel to firm offices throughout Florida.
• Ability to travel occasionally to New York.

Preferred Qualifications

• Microsoft Intune or other endpoint-management experience.
• Microsoft 365 administration experience.
• Citrix administration or advanced Citrix troubleshooting experience.
• Experience working with managed service providers and third-party technical support.
• Basic Active Directory and Group Policy knowledge.
• Experience supporting Salesforce, Litify, Genesys Cloud, or similar business applications.
• Experience supporting attorneys or employees in a law firm, healthcare organization, financial-services company, or another professional-services environment.
• Microsoft, CompTIA, or ITIL certifications.

Benefits

• Paid Time Off (PTO) plus 8 paid holidays a year.
• Additional Birthday Holiday.
• Comprehensive benefits package including multiple medical plan options, dental, vision, disability, supplemental coverage, and company-paid life insurance.
• Bereavement leave to support employees and their families during difficult times.
• Hospital leave benefits for qualifying medical situations.
• 401(k) retirement plan with company matching contributions.
• Bonus opportunities.