Analysis Skills, Asset Management, Audioconferencing, Audiovisual, Channel Support, Cisco Network Systems, Communication Skills, CompTIA - Computing Technology Industry Association, Continuous Improvement, Corporate Law, Customer Relations, Customer Support/Service, Diversity, Documentation, Employee Assistance Plan, Enterprise Applications, Facebook, Hardware Administration, Hardware Evaluation, IT Service Management (ITSM), Identify Issues, Knowledge Base, Knowledge Transfer, Leadership, Legal, LinkedIn, Mentoring, Microsoft Product Family, Network Administration/Management, Network Security, Office Equipment, Physical Demands, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Root Cause Analysis, Scholarship, Service Delivery, Software Administration, Software Development, Software Installation, Systems Administration/Management, Team Lead/Manager, Team Player, Technical Leadership, Technical Support, Testing, Trend Analysis, User Interface/Experience (UI/UX), Videoconferencing, Volunteer Experience, Writing Skills
Description
The IT Service Desk Technician serves as a member of the Support Center team, providing high-level technical support to firm members across all offices. This role is responsible for resolving complex incidents escalated by Experience Support Analyst and contributes to firm-wide projects in collaboration with other IS departments, including Networking, Security, and Application Development. This individual should demonstrate leadership, technical expertise, and a proactive, customer-focused mindset.
The IT Service Desk Technician leads by example in service delivery, technical troubleshooting, and operational excellence, while also serving as a mentor and knowledge resource to the Support Center team.
About the Opportunity
Responsibilities:
Technical Leadership & Escalation
- Serve as the top-level escalation point for complex or unresolved technical support requests
- Provide deskside and remote support across advanced hardware, software, and systems issues
- Lead initiatives in a defined area of specialization (e.g., networking, endpoint management, conference tech)
- Develop and document advanced troubleshooting procedures and support processes for use by the team
- Onboard and offboard firm members
Project & Strategic Contribution
- Act as a technical contributor to multi-departmental IS projects
- Participate in testing, evaluation, and implementation of new systems, tools, or upgrades
- Identify trends in support issues and propose process or infrastructure improvements
- Assist in planning for the firm’s technology growth, including hardware evaluation and deployment strategy
Collaboration & Knowledge Sharing
- Partner with Support Center and other IS team members to ensure service consistency and knowledge transfer
- Support their growth through documentation, shadowing, and guidance
- Contribute to maintaining the firm’s knowledgebase
- Lead internal training sessions
Systems & Asset Management
- Build and deploy system images; manage software installations, updates, and user configurations
- Maintain and track firm hardware inventory, including life cycle management and warranty support
- Coordinate office technology setup for firm moves, expansions, and large-scale events
- Support the upkeep of firm-owned A/V and conference equipment across offices
Competencies
- Advanced verbal and written communication across technical and non-technical audiences
- Deep analytical and troubleshooting ability across systems, networks, and endpoints
- Subject matter expertise in at least one technical domain
- Strategic thinking and long-term planning orientation
- Strong initiative, autonomy, and accountability
- Commitment to service excellence and continuous improvement
- Proactive identification of patterns, root causes, and solutions
The above list is not all-inclusive but provides a general framework for the position. Additional related responsibilities may be assigned by the Help Desk Manager as needed.
The physical demands of this potion are representative of those that must be met by an employee in order to successfully perform the essential functions of the position. These include being both mobile and stationary throughout the workday, having the ability to transport 25-50 pounds and being able to operate a computer and other business equipment found in the office.
About You
Experience, Education and Training:
- High school diploma or equivalent required; related associate or bachelor’s degree preferred
- 2-4 years of IS support and systems experience preferred
- Proven project involvement or leadership within an IS team
- Strong working knowledge of networking, enterprise applications, or hardware platforms
- Familiar with remote support, ticketing systems, and firm-specific software
- Technical certifications (e.g., CompTIA, Microsoft, Cisco) preferred
Knowledge, Skills & Abilities
- Exceptional customer service focus with a strong commitment to delivering an outstanding experience. Advanced troubleshooting and analytical skills across enterprise systems, networks, and endpoint devices, with the ability to resolve complex technical issues and identify root causes
- Strong verbal and written communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences
- Proven ability to contribute to projects, system implementations, and process improvements while working independently and collaboratively
- High level of initiative, accountability, and commitment to service excellence, continuous improvement, and a positive user experience
What sets Warner Apart
At Warner Norcross + Judd, we know that talented professionals have choices. That's why we've built a workplace that supports your success both professionally and personally.
Benefits Designed to Support You
We offer a comprehensive benefits package that includes:
- Medical, dental, and vision insurance
- Firm-paid life insurance and disability coverage
- 401(k) with employer contribution or match, depending on plan design
- Generous paid time off and leave programs
- Paid firm holidays
- Remote work flexibility
- Wellness programs
- Employee assistance program
- Professional development and growth opportunities
Why People Choose Warner
At Warner, our culture is guided by our motto: "Fun, Pride + Profit...in that Order." We believe people do their best work when they feel connected to their colleagues, supported in their careers, and empowered to maintain balance in their lives.
When you join Warner, you'll find:
- A collaborative environment where teamwork and mutual respect are valued
- Meaningful opportunities to grow your skills and advance your career
- A commitment to diversity, equity, and inclusion that encourages participation and leadership at every level
- Flexibility that supports both professional achievement and personal well-being
- A firm that invests in its communities through charitable giving, volunteerism, and scholarship programs
- Colleagues who are passionate about delivering exceptional service while enjoying the work they do
About Warner
Warner is a full-service corporate law firm with 230+ attorneys practicing in nine offices throughout Michigan: Bloomfield Hills, Detroit, Grand Rapids, Holland, Kalamazoo, Lansing, Macomb, Midland and Muskegon. To learn more, visit www.wnj.com, or connect with us on LinkedIn or Facebook.