About this role
Johnson Pope is hiring an IT Support Specialist to provide day-to-day technology support to attorneys and staff. The role focuses on owning Tier 1 tickets, troubleshooting Tier 2 issues, and supporting Microsoft 365, Outlook, Office, hardware, and basic network connectivity.
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 hardware, Microsoft 365/Outlook/Office, user permissions, and connectivity issues
- Triage and escalate complex issues to senior IT resources
- Assist with onboarding/offboarding, device setup, access provisioning, and maintain documentation
Technical Overview
The IT Support Specialist will support Microsoft 365/Outlook/Office applications, manage user account permissions, troubleshoot Windows-based hardware/workstations, and address basic network and connectivity issues. The position includes onboarding/offboarding support, documentation, and escalation to senior IT resources, plus conference room technology support.
Ideal Candidate
The ideal candidate is a mid-level IT Support Specialist with 5+ years of hands-on IT support experience in a professional environment, ideally a law firm. They can manage Tier 1 tickets end-to-end, troubleshoot Tier 2 hardware/software/user issues, and provide white-glove Microsoft 365 and Outlook support with strong documentation and escalation habits.
Must-Have Skills
5+ years of hands-on IT support experience in a professional environmentExperience supporting Microsoft 365Experience supporting Windows environmentsStrong troubleshooting skills across hardwaresoftwareand user issuesAbility to manage Tier 1 support tickets from intake through resolution
Nice-to-Have Skills
Law firm IT support experiencePrior 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 issue troubleshootinghardware and workstation setupMicrosoft 365OutlookOffice applicationsuser account management and permissionsbasic network and connectivity issuestroubleshooting and escalationonboarding/offboardingdevice setupaccess provisioningdocumentationconference room technologyWindows environments
Hard Skills
Tier 1 support ticketsTicket intakeTicket resolutionTier 2 issue troubleshootingHardware and workstation setup/supportMicrosoft 365OutlookOffice applicationsUser account management and permissionsBasic network and connectivity issuesTroubleshooting and escalationOnboarding/offboarding of employeesDevice setupAccess provisioningDocumentation of issues and resolutionsConference room technology supportDesktop and application supportWindows environments
Soft Skills
Proactive supportCustomer service orientationOwnership of support requestsCalm and professional approachAbility to manage multiple prioritiesQuick response to user needsStrong organizational skillsAttention to detailExcellent communication skillsService-oriented mindsetReliability and consistency
Keywords for Your Resume
IT Support SpecialistTechnical Support SpecialistIT support requestsTier 1 support ticketsTier 2 issueshardware and workstation setupMicrosoft 365OutlookOfficeuser account managementpermissionsnetwork and connectivity issuestroubleshootescalateonboarding/offboardingdevice setupaccess provisioningdocumentationconference room technologyWindows environmentswhite-glove supportassociate's degreecustomer serviceservice-orientedTier 2 troubleshootingOffice applications
Deal Breakers
5+ years of hands-on IT support experience required, Experience supporting Microsoft 365 and Windows environments required, Ability to manage Tier 1 support tickets from intake through resolution
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