Support Specialist I

Salary Range Target: $50,000 – $70,000 Base Salary

Company Background

A prestigious global law firm with more than 150 years of legal excellence, serving clients at the intersection of technology, innovation, energy, finance, and life sciences. With offices in over 25 global markets, the firm is recognized for its forward-thinking culture, collaborative approach, and industry-specific legal expertise. Business services professionals are a cornerstone of the firm’s operational success, ensuring seamless legal delivery and exceptional client support.

Job Description

The firm is seeking a proactive and customer-focused Support Specialist I to join its New York office. This fully onsite role plays a key part in delivering high-quality technical support across hardware, software, and AV systems. As the first line of IT support for attorneys, staff, and visiting clients, the ideal candidate will be solutions-oriented, tech-savvy, and thrive in a fast-paced, service-driven environment. This position also provides hands-on assistance with AV events, new hire onboarding, and IT asset management.

Responsibilities

• Deliver professional, responsive, and courteous technical support to attorneys, staff, and guests in person and remotely.
• Provide full video conference and AV support, ensuring flawless operation of in-room systems, including troubleshooting, maintenance, and firmware updates.
• Coordinate meeting and event AV setups based on room capabilities and client needs; support onsite marketing and client-sponsored events.
• Respond to and resolve IT incident tickets; escalate complex issues to appropriate IT leadership or service desk as needed.
• Assist with onboarding for new hires: issue laptops, configure phone extensions, and ensure workspace setup, including access badges where applicable.
• Handle offboarding procedures: recover hardware, back up data, and document all returned assets in ServiceNow.
• Maintain accurate records of IT assets, accessories, and inventory using the firm’s ServiceNow platform.
• Manage laptop imaging, updates, repairs, and deployment of loaner equipment.
• Provide technology support for legal proceedings such as depositions and war rooms, including occasional offsite support.
• Assist other regional offices with remote and onsite support coverage when required.
• Participate in special IT projects or additional duties aligned with departmental goals.

Requirements

• Minimum 1 year of experience in IT, AV support, or helpdesk/service desk functions.
• Strong working knowledge of Microsoft Windows, Apple macOS, iOS, Android, and Microsoft Office Suite.
• Familiarity with network basics and Internet of Things (IoT) technologies.
• Demonstrated ability to prioritize and troubleshoot in a high-pressure, professional services environment.
• Strong interpersonal and communication skills; client-facing demeanor with a team-oriented mindset.
• Must be flexible to work outside of normal business hours to meet firm needs as required.