Tully Rinckey PLLC
This range is provided by Tully Rinckey PLLC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $60,000.00/yr - $70,000.00/yr
Direct message the job poster from Tully Rinckey PLLC
Helpdesk and IT Support Specialist – Tully Rinckey Tully Rinckey, a rapidly growing, full‑service law firm with offices across New York, Washington, D.C., Texas, and California, is seeking a customer‑focused
Helpdesk & IT Support Specialist
to join our Latham, NY support staff team. This role is crucial for ensuring the smooth operation of technology for our over 180 users across 11 locations, maintaining high service standards, and maximizing attorney productivity.
You will be the
first point of contact
for all technical issues, providing exceptional
Tier 1 support
to resolve incidents quickly and efficiently. Your core focus will be
direct user support, incident triage, initial troubleshooting, and resolution of common desktop and application issues , while escalating complex problems to our Senior IT Manager and managed services provider (MSP).
Responsibilities
Act as the
initial contact
for all incoming technical support requests (phone, email, ticketing system) and
quickly and efficiently resolve Tier 1 incidents
related to desktop, laptop, software, printing, and user access issues.
Provide
exceptional technical support
to firm attorneys and staff, ensuring a professional, positive, and timely resolution to all support requests.
Oversee and manage the
IT ticketing queue , ensuring accurate categorization, prioritization, and detailed documentation of all reported issues, troubleshooting steps, and final resolutions to meet defined service level agreements (SLAs).
Interface directly with remote and local users via phone, email, and remote tools to
diagnose and resolve common hardware, software, and connectivity problems
(e.g., password resets, VPN connection issues, Microsoft 365 functionality).
Procure, configure, and deploy new end‑user technology (laptops, desktops, monitors, mobile devices, etc.) and perform
user account administration
(adds, moves, changes, resets) in
Active Directory and Microsoft 365/Azure .
Provide support and basic troubleshooting for key firm applications, including legal‑specific software, Microsoft Office suite, and collaboration tools.
Effectively
triage and elevate complex Tier 2/3 incidents
to the Senior IT Manager or MSP, ensuring clear communication and smooth handover.
Create and maintain clear, user‑friendly documentation, FAQ guides, and knowledge base articles for common support issues to promote self‑service and team efficiency.
Secondary Responsibilities (Basic Infrastructure Support)
Assist the Senior IT Manager with basic administrative tasks, such as monitoring system alerts and confirming functionality.
Work alongside the MSP to ensure end‑user devices are properly patched and updated.
Provide scheduled
on‑call support
for major outages or critical network issues, escalating immediately to Tier 2/3 personnel as required.
Qualifications and Experience
Minimum
3-5 years of experience
in a dedicated
IT Helpdesk, Desktop Support, or Tier 1 Support role .
The ideal candidate will have VmWare Horizon / Omnissa, VmWare VCenter and Cisco experience.
Demonstrated expertise in providing excellent
customer service and initial technical troubleshooting
in a fast‑paced environment.
Strong working knowledge of and experience managing/troubleshooting aspects of
Windows 10/11 operating systems
and common desktop applications.
Hands‑on experience with
Microsoft 365
(user, licensing, and email administration) and basic familiarity with
Active Directory/Azure
for password and account management.
Experience with
ticketing/service desk management systems
(e.g., ServiceNow, ConnectWise, Zendesk, etc.).
Experience in performing equipment setup, problem resolution, and basic network support related to computer hardware, software, and VOIP phone systems.
Strong analytical, organizational, communication, and interpersonal skills.
Salary Range $60,000 – $70,000 per year (commensurate with experience and based on an hourly rate).
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
Industry Law Practice
Benefits
Medical insurance
Vision insurance
401(k)
Referrals increase your chances of interviewing at Tully Rinckey PLLC by 2x.
#J-18808-Ljbffr
Base pay range $60,000.00/yr - $70,000.00/yr
Direct message the job poster from Tully Rinckey PLLC
Helpdesk and IT Support Specialist – Tully Rinckey Tully Rinckey, a rapidly growing, full‑service law firm with offices across New York, Washington, D.C., Texas, and California, is seeking a customer‑focused
Helpdesk & IT Support Specialist
to join our Latham, NY support staff team. This role is crucial for ensuring the smooth operation of technology for our over 180 users across 11 locations, maintaining high service standards, and maximizing attorney productivity.
You will be the
first point of contact
for all technical issues, providing exceptional
Tier 1 support
to resolve incidents quickly and efficiently. Your core focus will be
direct user support, incident triage, initial troubleshooting, and resolution of common desktop and application issues , while escalating complex problems to our Senior IT Manager and managed services provider (MSP).
Responsibilities
Act as the
initial contact
for all incoming technical support requests (phone, email, ticketing system) and
quickly and efficiently resolve Tier 1 incidents
related to desktop, laptop, software, printing, and user access issues.
Provide
exceptional technical support
to firm attorneys and staff, ensuring a professional, positive, and timely resolution to all support requests.
Oversee and manage the
IT ticketing queue , ensuring accurate categorization, prioritization, and detailed documentation of all reported issues, troubleshooting steps, and final resolutions to meet defined service level agreements (SLAs).
Interface directly with remote and local users via phone, email, and remote tools to
diagnose and resolve common hardware, software, and connectivity problems
(e.g., password resets, VPN connection issues, Microsoft 365 functionality).
Procure, configure, and deploy new end‑user technology (laptops, desktops, monitors, mobile devices, etc.) and perform
user account administration
(adds, moves, changes, resets) in
Active Directory and Microsoft 365/Azure .
Provide support and basic troubleshooting for key firm applications, including legal‑specific software, Microsoft Office suite, and collaboration tools.
Effectively
triage and elevate complex Tier 2/3 incidents
to the Senior IT Manager or MSP, ensuring clear communication and smooth handover.
Create and maintain clear, user‑friendly documentation, FAQ guides, and knowledge base articles for common support issues to promote self‑service and team efficiency.
Secondary Responsibilities (Basic Infrastructure Support)
Assist the Senior IT Manager with basic administrative tasks, such as monitoring system alerts and confirming functionality.
Work alongside the MSP to ensure end‑user devices are properly patched and updated.
Provide scheduled
on‑call support
for major outages or critical network issues, escalating immediately to Tier 2/3 personnel as required.
Qualifications and Experience
Minimum
3-5 years of experience
in a dedicated
IT Helpdesk, Desktop Support, or Tier 1 Support role .
The ideal candidate will have VmWare Horizon / Omnissa, VmWare VCenter and Cisco experience.
Demonstrated expertise in providing excellent
customer service and initial technical troubleshooting
in a fast‑paced environment.
Strong working knowledge of and experience managing/troubleshooting aspects of
Windows 10/11 operating systems
and common desktop applications.
Hands‑on experience with
Microsoft 365
(user, licensing, and email administration) and basic familiarity with
Active Directory/Azure
for password and account management.
Experience with
ticketing/service desk management systems
(e.g., ServiceNow, ConnectWise, Zendesk, etc.).
Experience in performing equipment setup, problem resolution, and basic network support related to computer hardware, software, and VOIP phone systems.
Strong analytical, organizational, communication, and interpersonal skills.
Salary Range $60,000 – $70,000 per year (commensurate with experience and based on an hourly rate).
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
Industry Law Practice
Benefits
Medical insurance
Vision insurance
401(k)
Referrals increase your chances of interviewing at Tully Rinckey PLLC by 2x.
#J-18808-Ljbffr