Jobs via Dice is hiring: IT Support Specialist I (Night Shift) in Los Angeles

Overview

POSITION TITLE: IT Support Specialist I

REPORTS TO: Director of Helpdesk and Support Services

LOCATION: Los Angeles Office

OTHER KEY RELATIONSHIPS: The IT Support Specialist I works directly with attorneys, staff, professional managers and firm directors as the frontline point of contact for the firm. Regular interactions with IT staff at all levels, including IT Directors and the CIO, relate to operations, support and technology improvements. Frequent contact with attorneys across all firm offices is expected.

POSITION SUMMARY: The IT Support Specialist I is a frontline IT role in the IT Department and the first reachable asset for IT support issues and requests. They provide telephone and email support for all firm‑authorized technology and related services, including troubleshooting and resolving technical problems. They serve as the IT Department’s emissary to the firm, supporting attorneys and staff on a wide range of technology issues typically found in large law firms, especially related to processing legal documents. They support the firm’s IT System Engineers and resolve Help Desk incidents quickly, pleasantly, and efficiently.

Responsibilities

• Resolve end-user calls presented by phone, email, or face-to-face interactions, including issues with applications, computer hardware, printers, mobile devices, telephones, and basic network access.
• Monitor incident queue dashboard and resolve all assigned IT incidents using the ServiceNow ticketing system.
• Manage workload with an average of 25-35 incidents per day.
• Escalate incidents to Level II or appropriate support teams when needed.
• Be the single point of contact for end users by following up on open incidents with escalation teams.
• Maintain a 1:1 call to ticket ratio.
• Share knowledge by creating or modifying knowledgebase entries.
• Maintain the highest level of customer service.
• Work independently as well as a team player.
• Work with IT team members on testing software applications, firm deployed images, and updating technical documentation.
• Perform additional duties and functions as requested.

Candidate Qualifications

• Minimum Requirements: Minimum 1 year experience supporting technology in a medium to large law firm; expert proficiency in Microsoft Office Suite 2013/2016/2019/365, particularly Word; proficiency with commonly used legal applications including document management systems, legal template and numbering software, document comparison software, timekeeping software, and Adobe Acrobat Professional; expert proficiency supporting Microsoft Windows, including performance and connectivity issues.
• Desired Qualifications: Bachelor's Degree or 2-year IT Support environment experience; international law firm experience preferred; ability to install, service and support Dell computer hardware; ability to support maintenance activities in Active Directory (changes to user accounts); ability to administer distribution lists, mobile devices and mailboxes within Microsoft Exchange; experience troubleshooting Microsoft Windows 10; excellent communication and organizational skills; ability to interact effectively with a diverse range of customers; ability to quickly learn new software applications and legal-specific software packages; excellent time management and ability to manage multiple assignments in a fast-paced, high-pressure environment; team player with strong customer service; reliable attendance; ability to maintain confidentiality; ability to speak multiple languages preferred.

Additional Details

• Shift: Wednesday - Saturday 12 am - 9 am, every other Tuesday 12 am - 7 pm. Night shift experience required; candidates must be located in the Los Angeles area for training at 865 South Figueroa Street, Los Angeles, CA 90017, with possible future in-office requirements. Remote work otherwise.
• Experience Level: Intermediate
• Salary: The pay range for this position is $70,000 - $75,000 per year.
• Benefits: Cigna Medical Insurance, Cigna Dental Insurance, Eyemed Vision, Flexible Spending Accounts, Transportation benefits, 401k plan, Profit Sharing; Vacation: 10-25 days depending on tenure.
• Workplace Type: Hybrid in Los Angeles, CA.
• Application Deadline: This position is anticipated to close on Sep 30, 2025.

About TEKsystems

TEKsystems is an Allegis Group company. We are a leading provider of business and technology services with a global presence and a commitment to equal opportunity employment.