Sideman & Bancroft LLP is hiring: IT Support Specialist I/II in San Francisco

About the Firm

Sideman & Bancroft LLP is a San Francisco based boutique law firm with a national reputation for excellence in intellectual property, estate planning, tax, white collar defense, and complex business litigation. We pride ourselves on combining deep subject-matter expertise with personalized, client-focused service. With roughly 100 attorneys and staff, we offer the sophistication of a large firm with the close-knit culture of a smaller practice, where every team member plays an essential role in delivering exceptional results.

The Role

We are seeking a Help Desk / Desktop Support Specialist to provide day-to-day technology support in our San Francisco office. This role is designed for someone with 3–5 years of IT support experience who can handle Level 1 and Level 2 issues in a fast-paced, professional services environment.

Key Responsibilities

• Serve as a first and second level point of contact for technical issues (hardware, software, mobile, network).
• Troubleshoot, document, and resolve incidents in a timely and professional manner.
• Configure and maintain workstations, laptops, and mobile devices.
• Provide support for core firm applications (Microsoft Office, document management, time entry, conferencing tools).
• Assist with network and security support, including:
• Monitoring workstation connectivity (LAN/Wi-Fi/VPN) and escalating larger issues.
• Supporting endpoint and data security measures and ensuring adherence to firm policies.
• Helping implement system updates and patches under IT direction.
• Participate in system rollouts, upgrades, and security initiatives.
• Collaborate with IT team members to monitor, maintain, and improve firmwide technology performance.
• Uphold data security and confidentiality standards.

Required Qualifications

• Possess a Bachelor's Degree in IT or related field with certifications/training to supplement
• 3–5 years of desktop/help desk support experience, preferably in a law firm or professional services environment.
• Proficiency with Microsoft Office Suite (Word, Outlook, Excel, PowerPoint) and Windows operating systems.
• Familiarity with document management systems (e.g., iManage, NetDocuments).
• Solid understanding of networks, PCs, printers, and common peripherals.
• Strong troubleshooting, communication, and client service skills.
• Ability to manage competing priorities in a deadline-driven environment.

Preferred Skills (Our “Unicorn” Wish List)

Our ideal candidate will not only be strong in technical troubleshooting but will also bring (or want to develop) skills in technical training and advanced Microsoft Word/document support. Not having these skills is not disqualifying, but having them, or the desire to learn, positions a candidate strongly.

• Experience providing technical training (one-on-one, small group, or classroom).
• Advanced knowledge of Microsoft Word formatting and styles (automatic numbering, TOCs, templates, cross-references).
• Ability to troubleshoot complex document issues and support users on best practices.
• Experience creating user guides, quick reference materials, or training documentation.
• Familiarity with Microsoft Active Directory and Exchange Administration.
• Exposure to Mobile Device Management tools (e.g., Intune, MobileIron).
• Knowledge of virtualization concepts (VMware) and common networking (LAN, VLAN, Wi-Fi) troubleshooting.

Soft Skills & Attributes

• Ability to take on projects or tasks with clear instruction, then own the work and outcome.
• Confidence to ask questions and seek clarification when needed.
• Willingness to provide backup support to other IT team members in whatever ways are most helpful.
• Strong teamwork orientation combined with a professional demeanor.
• Appetite to learn and a drive to progressively expand technical knowledge.
• Patience, adaptability, and a service mindset when working with attorneys and staff at all levels.

What We Offer

• Competitive salary and comprehensive benefits.
• Professional growth opportunities in both technical support and training.
• A collaborative, team-oriented environment where technology is critical to client service.
• Hybrid work schedule
• Salary range is $105k to $115k