Job Title: IT Support Technician I
Job Responsibilities:
The IT Support Technician I acts as the primary point of contact for technical support within the law firm, tasked with providing prompt, courteous, and effective assistance through phone, email, and remote support tools. Responsibilities include troubleshooting and resolving basic hardware, software, and network issues, escalating more complex problems to higher-tier support, and ensuring a positive user experience through clear communication and timely follow-up. Additionally, the technician assists with IT department projects as needed.
Key responsibilities include:
- Incident & Request Management: Monitoring support queues and resolving software, device, and technology function issues for firm members; fulfilling requests unrelated to technical issues, such as video conferencing and equipment/software requests.
- Account & Access Management: Handling firm member onboarding and offboarding, password resets, group and role-based access controls, and Multi-Factor Authentication (MFA) support.
- Device Provisioning & Support: Setting up and deploying devices with necessary configurations and software.
- Knowledge Base & Self-Service: Assisting with the development and maintenance of member-facing documentation and self-help resources.
- Software Installation & Configuration: Conducting standard application deployment, maintenance, and support.
- Training: Providing ad hoc user guidance and how-to support during issue resolution or service requests.
- Document Production: Addressing and resolving issues with printers, copiers, scanners, and faxing.
- Collaboration & Communication Tools: Offering email and calendar support, team collaboration, and VoIP/softphone setup and troubleshooting.
- Thorough documentation of troubleshooting steps and issue resolution, including identifying both successful and unsuccessful steps.
- Evaluating and escalating support issues to tier 2 technical support as necessary.
- Participating in periodic on-site office visits to review and address outstanding issues and update systems.
- Assisting with IT department projects as requested.
Education and Experience Information:
- Minimum Qualifications:
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- At least one year of experience in IT support and working with ticketing systems is preferred.
- Working knowledge of Microsoft Office Suite, Adobe, and similar software.
- Ability to read, comprehend, and follow written and verbal instructions.
- Self-starter capable of independently learning new systems.
- Availability to work overtime as needed and approved by a supervisor.
- Availability to travel as needed.
- Valid driver's license.
Key Skills:
- Strong customer service and interpersonal skills for effective and professional communication with all personnel levels.
- Ability to maintain strict confidentiality regarding the firm's internal and personnel affairs and client information.
- Capability to work collaboratively within a team and independently.
- Willingness to learn new skills as technology evolves and seek avenues for enhancing technical skills.
- Excellent attention to detail, follow-up, and follow-through on projects and deliverables.
- Ability to develop and apply comprehensive planning and organizing strategies to ensure effective and efficient task prioritization and resource use.
- Capacity to work under tight deadlines, handle multiple detailed tasks, and anticipate when help will be needed from department members.
- Flexibility and ability to respond quickly and positively to shifting demands and opportunities.
- Ability to effectively work in a multi-office environment and a culturally and educationally diverse environment.
- Strong written and verbal communication skills, including the ability to adapt communication to suit needs, present numerical data effectively, and read and interpret written information.
- Ability to take responsibility for work activities and personal actions, follow through on commitments, acknowledge and learn from mistakes, and recognize the impact of one's behavior on others.
- Ability to independently make sound decisions and select effective courses of action using available information.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 25 pounds at times.
Salary Information:
The law firm offers a competitive wage and a comprehensive benefits package, which includes:
- Medical, dental, and vision coverage.
- Employer-paid short and long-term disability.
- Voluntary life, accident, and critical illness insurance.
- Flexible spending accounts.
- Vacation, sick, and personal leave.
- Paid parental leave.
- Fully vested 401(k) retirement plan with employer contributions (eligible after 1 year).
Disclaimers:
This job description is not intended to be an all-inclusive list of duties and responsibilities but provides a general definition of the position's scope and function. The law firm is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The law firm is a multi-service firm handling a wide variety of legal matters, including commercial litigation, insurance defense litigation, energy, mining and energy law, commercial transactions, banking and finance, creditors' rights, real estate transactions and development, tax and estate planning, intellectual property matters, estate administration, employment law, governmental relations, and lobbying. The firm operates eleven offices throughout Montana, North Dakota, and Wyoming and strives to provide an employee-friendly environment where goal-oriented individuals thrive. The firm values employees' talents, skills, and abilities, fostering an open, cooperative, and dynamic environment where everyone can excel. Employees are what differentiate the firm from its competitors.
