IT Support Specialist (Legal Technologies)

Overview

We are seeking an experienced, customer-focused IT Support Specialist to support attorneys, legal assistants, and business professionals in a fast-paced law firm environment. This role is responsible for resolving hardware, software, Microsoft 365, and legal technology issues while delivering exceptional customer service and supporting the adoption of new technologies. The ideal candidate will have strong experience with Microsoft 365, iManage Cloud, Litera products, Windows endpoint support, and legal technology platforms. Prior law firm experience is required.

Responsibilities

• Provide remote and onsite technical support to attorneys, legal assistants, and business professionals.
• Troubleshoot hardware, software, endpoint devices, plugins, peripherals, networking, VPN, Wi-Fi, and connectivity issues.
• Manage incidents and service requests through the ticketing system, escalating when appropriate.
• Support Microsoft 365 applications, identity services, collaboration tools, Microsoft Copilot, MFA, device enrollment, user access, and account administration.
• Perform basic Azure AD/Active Directory administration, including password resets and user account support.
• Configure, deploy, maintain, and troubleshoot Windows laptops and desktops.
• Support legal technology platforms including iManage Cloud, Litera products, BigHand, Docket Enterprise, DocuSign, Adobe Acrobat Pro, and Harvey AI.
• Assist attorneys and staff with document management, document creation, workflow tools, and software integrations.
• Coordinate with software vendors to troubleshoot and resolve application issues.
• Create and maintain technical documentation, knowledge base articles, ticket notes, and support procedures.
• Participate in technology rollouts, office upgrades, and continuous process improvement initiatives.

Required Qualifications

• 5+ years of desktop support, IT support, or end-user support experience.
• Hands-on experience supporting Microsoft 365 environments.
• Strong Windows desktop and laptop troubleshooting experience.
• Experience supporting iManage Cloud (required).
• Experience supporting the Litera product suite (required).
• Working knowledge of Azure AD/Active Directory in a hybrid Microsoft 365 environment.
• Strong troubleshooting skills with the ability to quickly research and resolve unfamiliar issues.
• Excellent customer service, communication, and stakeholder management skills.
• Ability to support demanding users, manage competing priorities, and maintain professionalism in a fast-paced environment.

Preferred Qualifications

• Prior law firm or professional services IT support experience.
• Experience supporting attorneys, legal assistants, and executive-level users.
• Experience with BigHand or similar document ID/document workflow solutions.
• Experience supporting Apple devices (macOS, iPhone, iPad).
• Familiarity with cybersecurity best practices and endpoint security tools.
• Microsoft, CompTIA, or related certifications.

Additional Information

• Open to candidates from both large and small law firms.
• No travel required.
• Highly hands-on, customer-facing support role.
• Hybrid environment with required in-office presence every other Monday and every other Friday.
• Seeking someone who can think on their feet, troubleshoot effectively, and provide exceptional support across both Microsoft and legal technology platforms.

*Please note: This role requires 4 days onsite/week in Atlanta. Do not apply to this posting if you're not already local to metro Atlanta and willing to work onsite