User Support Specialist II

Position Overview

The User Support Specialist II is a mid-level technical role responsible for delivering advanced onsite and remote support for desktop systems, legal applications, A / V technologies, and mobile devices in a hybrid work environment. Acting as a Tier 2 escalation point, this role supports IT projects, and ensures the smooth operation of technology services across the firm. The ideal candidate brings strong troubleshooting skills, legal tech experience, and a proactive, service-oriented mindset.

Primary Duties and Responsibilities

Technical and Entry – Level System Administrative Support

Provide Tier 2 support for complex technical issues escalated from the Help Desk.

Deliver deskside and remote support for desktops, laptops, printers, mobile devices, and peripherals.

Assist with software deployments, patching, system upgrades, and hardware lifecycle management.

Support onboarding / offboarding processes and maintain accurate IT asset inventory.

Troubleshoot and resolve issues related to Windows OS, Microsoft 365, VPN, Citrix, and endpoint management tools (e.g., SCCM, Intune).

Maintain documentation of incidents, resolutions, and procedures using ITSM tools.

Assist with entry-level system administration tasks such as user account management, software installation , and routine maintenance under supervision.

Legal Application Support

Provide support for legal-specific applications, including :

Document Management : NetDocuments

Timekeeping & Billing : Intapp Time, Aderant

Legal Research : Westlaw, LexisNexis, Bloomberg Law

Litigation Support : Relativity, CaseMap

Productivity Tools : Microsoft Office with legal add-ins, Litera Suite, Adobe Acrobat, Nuance PDF

Support AI-powered legal tools such as Harvey AI and Microsoft Copilot AI, including user enablement and workflow integration

A / V & Collaboration Support

Set up, maintain, and troubleshoot A / V systems including Zoom Rooms, Teams Rooms, Crestron, and Polycom.

Provide support for video conferencing, presentations, and hybrid meetings using platforms like Zoom, Microsoft Teams, and Cisco Webex.

Ensure proper storage, maintenance, and testing of A / V equipment.

Project & Team Support

Participate in IT projects such as office moves, hardware refreshes, and system rollouts.

Contribute to IT documentation, knowledge base articles, and process improvement initiatives.

Ensure compliance with IT policies and data protection standards, including DLP practices.

Secondary Duties and Responsibilities

Performs other duties and responsibilities as assigned.

Working Conditions

Office-based with hybrid support responsibilities.

Occasional overtime and extended hours required.

Must be able to lift and install equipment up to 50 lbs.

Subject to time pressures and coordination with multiple teams.