Title: User Support Specialist (Legal Exp. Needed)
Location: Menlo Park, CA (Onsite)
Salary Range: $80-100k + Bonus
Type: Direct Hire
No C2C or 3rd Party Vendors at this time.
We are seeking a User Support Specialist to provide high-touch IT support within a fast-paced environment. This role is responsible for delivering Tier 2 support, resolving hardware and software issues, supporting collaboration technologies, and ensuring attorneys and business professionals receive exceptional technical assistance.
The ideal candidate will have strong desktop support experience, excellent troubleshooting skills, and a customer-first mindset. Experience supporting users in a law firm or professional services environment is highly preferred.
Key Responsibilities
User Support & Troubleshooting
- Provide Tier 2 support for escalated hardware, software, and technology-related issues.
- Troubleshoot and resolve issues involving Microsoft 365, Windows 11, Active Directory, email, networking, document management systems, and business applications.
- Support desktops, laptops, mobile devices, printers, telephones, docking stations, and related peripherals.
- Escalate complex technical issues to infrastructure, engineering, or application teams when necessary.
- Deliver outstanding customer service while maintaining a strong sense of urgency for issue resolution.
Collaboration & AV Support
- Support Zoom, Microsoft Teams, and other collaboration technologies.
- Assist with videoconference setup, testing, troubleshooting, and multi-office meeting support.
- Perform audio and video checks before meetings and special events.
- Provide conference room and collaboration technology support for attorneys and staff.
Deployment & IT Operations