About this role
Johnson Pope Bokor Ruppel & Burns is hiring an IT Support Specialist to deliver day-to-day technology support for attorneys and staff. The role includes owning Tier 1 tickets, troubleshooting Tier 2 issues (hardware, Microsoft 365/Outlook/Office, user permissions, and basic network connectivity), and supporting onboarding/offboarding.
Key Responsibilities
- Serve as primary point of contact for IT support requests (in-person and remote)
- Own and manage Tier 1 support tickets from intake through resolution
- Troubleshoot and resolve Tier 2 issues including hardware/workstation, Microsoft 365/Outlook/Office, user permissions, and connectivity
- Provide white-glove support and triage/escalate complex issues to senior IT resources
- Assist with onboarding/offboarding, device setup, access provisioning, documentation, and conference room technology support
Technical Overview
This position provides end-user support across Microsoft 365, Outlook, Office applications, and Microsoft Windows environments. The specialist supports hardware/workstations, manages user permissions, troubleshoots connectivity issues, documents resolutions, and escalates complex problems while also supporting conference room technology and onboarding/offboarding device/access provisioning.
Ideal Candidate
The ideal candidate is an experienced IT Support Specialist with 4+ years providing desktop and application support in a Microsoft Windows enterprise environment. They provide calm, professional, white-glove user support, own Tier 1 tickets, troubleshoot Tier 2 hardware, Microsoft 365/Outlook/Office, and user permissions, and can support onboarding/offboarding with strong documentation and escalation practices.
Must-Have Skills
Associate’s degree in Computer ScienceInformation TechnologyEngineeringor a related fieldor equivalent combination of education and relevant work experienceMinimum of four (4) years of experience providing desktop and application support within a Microsoft Windows enterprise environmentExperience supporting users in a Microsoft Windows enterprise environmentExperience supporting Microsoft 365Ability to manage Tier 1 support tickets from intake through resolutionTroubleshoot Tier 2 issues (hardware/workstationMicrosoft 365/Outlook/Officeuser permissionsbasic network connectivity)
Nice-to-Have Skills
Prior experience supporting users in a law firm or other professional services environmentFamiliarity with legal technologyincluding document management systems
Tools & Platforms
Microsoft 365OutlookOffice applicationsWindows
Required Skills
Tier 1 support ticketsTier 2 issueshardware and workstation setup/supportMicrosoft 365OutlookOffice applicationsuser account management and permissionsbasic network and connectivity issuestroubleshooting and escalationonboarding/offboardingdevice setupaccess provisioningdocumentationconference room technologydesktop and application supportMicrosoft Windows enterprise environment
Hard Skills
Tier 1 support ticketsTier 2 issue troubleshootinghardware and workstation setup/supportMicrosoft 365OutlookOffice applicationsuser account managementpermissions managementbasic network and connectivity issueswhite-glove supporttroubleshooting and escalationonboarding/offboarding of employeesdevice setupaccess provisioningdocumentation of issues and resolutionsprocess improvement recommendationsconference room technology supportday-to-day office IT needsdesktop and application supportMicrosoft Windows enterprise environment
Soft Skills
proactive supportcustomer service orientationownership of support requestscalm and professional approachwhite-glove servicefast-paced environment supportservice-oriented mindsetexcellent communication skillsability to manage multiple prioritiesrespond quickly to user needsstrong organizational skillsattention to detailreliability and consistency
Keywords for Your Resume
IT SUPPORT SPECIALISTIT Support SpecialistTier 1 support ticketsTier 2 issueshardware and workstation setupMicrosoft 365OutlookOffice applicationsuser account managementpermissionsnetwork and connectivity issueswhite-glove supporttriage and escalateonboarding/offboardingdevice setupaccess provisioningdocumentationconference room technologydesktop and application supportMicrosoft Windows enterprise environmentassociate's degreecustomer servicetroubleshootingWindows enterprise environment
Deal Breakers
Minimum of four (4) years of desktop and application support in a Microsoft Windows enterprise environment, Associate’s degree requirement (or equivalent combination of education and relevant work experience), Experience supporting Microsoft 365 and Microsoft Windows environments
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