Service Desk Technician
Woods Oviatt Gilman LLP · Rochester, New York Metropolitan Area
Apply & track with Apply EdgeAs the firm grows, we work hard to maintain a workplace that is enjoyable day to day and one you can be proud of in the community. We recognize the importance of work/life balance and offer a range of programs that support it.Position Summary:The IT Service Desk Technician is the first point of contact for firm personnel seeking technical support. Working in a fast-paced professional services environment, the Technician supports a cloud-based Microsoft 365 workplace, a mobile laptop fleet, and the firm's legal applications, for users both in the office and working remotely. Success in this role calls for quick response, clear communication, and methodical troubleshooting. The position offers a defined path for growth for the right candidate.
Duties and Responsibilities
Serve as the first point of contact for internal users requesting technical assistance, by phone, email, ticket, and in personLog, categorize, prioritize, and track requests in Jira, the firm's IT Service Desk ticketing systemDiagnose and resolve hardware, software, application, and network connectivity issues, escalating to senior IT staff when appropriateSupport Microsoft 365 and the firm's cloud applications, including Outlook and Exchange Online, Teams, SharePoint, and OneDriveAdminister day-to-day identity and access tasks, including account setup, password resets, group and license assignment, and multifactor authentication enrollment and troubleshootingSupport the firm's laptop fleet through Microsoft Intune, including device enrollment, configuration, application deployment, and encryption and recovery key handlingSupport NetDocuments, DocuSign, Kofax, and other firm applications, and assist users with document workflowsProvide remote support to attorneys and staff working off-site, including VPN, remote access, and connectivity troubleshootingComplete onboarding and offboarding tasks, including equipment provisioning, account and access changes, and asset trackingRecognize and promptly escalate phishing reports and suspected security incidents in accordance with firm proceduresOwn tickets through to resolution, providing status updates to users and following up after a fix to confirm the issue is closedDocument solutions and workarounds, and contribute to the firm's internal knowledge base and support best practicesSupport the firm's managed print environment, including first-level troubleshooting and coordination with the managed print services vendorShare recurring issues, user feedback, and process improvement suggestions with the IT team and managementBuild and maintain working knowledge of new technologies adopted by the firm
Technical Skills
RequiredMicrosoft 365 and cloud collaboration: Word, Excel, Outlook, PowerPoint, and Teams, including support for Exchange Online, SharePoint, and OneDriveIdentity and access: Microsoft Entra ID or Active Directory account administration, and multifactor authentication supportEndpoint management: Windows 11 in a managed environment, Microsoft Intune or comparable MDM, and device encryption and recoveryService desk tooling: hands-on experience with Jira, including ticket creation, queue management, and workflowRemote support: VPN clients, remote access and remote-control tools, and Wi-Fi and home network troubleshootingNetworking fundamentals: working understanding of TCP/IP, DNS, and DHCP sufficient to isolate connectivity issuesHardware and peripherals: laptop support, mobile device support, docking stations, printers, and multifunction devicesApplications: Kofax Power PDF, and Microsoft Edge as the firm's standard browserPreferredExperience supporting a document management system, ideally NetDocumentsExperience with DocuSign or another e-signature platformFamiliarity with Confluence or another knowledge base platformBasic PowerShell for routine administrative tasksPrior experience in a law firm or other professional services environmentRelevant certifications such as CompTIA A+, ITIL Foundation, or a Microsoft 365 endpoint administrator credentialQualifications and Competencies:Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical usersDemonstrated troubleshooting and problem-solving ability, including the judgment to know when to escalateProven ability to work collaboratively as part of a teamConsistent accuracy and attention to detail in both technical work and documentationAbility to organize, prioritize, and manage competing requests in a high-volume environmentA respectful, friendly, and service-oriented approach to colleagues at every level of the firmAbility to influence outcomes and improve processes constructively and without confrontationAnalytical, curious, and process-oriented, with an interest in continued technical developmentDiscretion and sound judgment in handling confidential and privileged informationEducation and Experience:Bachelor of Science in Information Technology, Computer Science, or a related field, or equivalent practical experienceTwo or more years of experience in an IT service desk or help desk support rolePhysical Requirements:The following are representative of the physical demands of this position. Reasonable accommodations may be made for qualified individuals with disabilities.Ability to transport and position computer equipment, printers, and related hardwareAbility to bend, reach, and remain standing for extended periodsAbility to lift and move items weighing up to 50 poundsOther Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. This is a snapshot of the core functions and responsibilities. All inquiries will be handled with the utmost confidentiality. The compensation range for this position is $55,000- $65,000 annually, representing our good faith and reasonable estimate of the potential compensation at the time of posting. Actual compensation will be determined based on various factors, including the candidate’s qualifications, experience, skill set, and office location.Woods Oviatt Gilman LLP is an Equal Opportunity Employer. We value an open mind, dedication to work, and a collaborative spirit. We hire based on these qualities, a job’s requirements, our business needs, and an applicant’s qualifications. We do not tolerate discrimination or harassment of any kind—in the hiring process or in the workplace. We comply with the ADA and consider reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions. We participate in E-Verify. We will provide the federal government with employees’ Form I-9 information to confirm authorization to work in the U.S. We will only use E-Verify once an employee has accepted a job offer and completed Form I-9.