Desktop Support Specialist
About The Position
The Desktop Support Specialist will provide white-glove technical support to attorneys, legal staff, and visiting clients for a global law firm. The role supports desktop, mobile, audiovisual, and collaboration technologies, with onsite and remote assistance through phone, email, chat, video conferencing, and in-person interactions. The position is based onsite in Miamisburg, Ohio, and is a contract expected to run through the end of 2026, with a possibility of extension to a mobile refresh team into 2027. Occasional after-hours support may be needed for business-critical events, outages, and meetings. Support for courtroom, trial, and hearing technology may involve travel if needed.
Requirements
- Experience in a client-facing IT Support, Help Desk, or Desktop Support role.
- Strong experience supporting both Windows and Mac environments.
- Hands-on experience troubleshooting hardware, software, mobile devices, printers, and connectivity issues.
- Experience supporting audiovisual technologies, conference rooms, and video conferencing solutions.
- Familiarity with ticketing systems such as ServiceNow.
- Understanding of ITIL-based support processes and best practices.
- Excellent communication, customer service, and problem-solving skills.
Nice To Haves
- CompTIA, ITIL, Microsoft, or other relevant certifications.
- Prior experience supporting a law firm or professional services environment.
- Experience with remote access tools and mobile device management (MDM) solutions.
Responsibilities
- Provide onsite and remote technical support via phone, email, chat, video conferencing, and in-person interactions.
- Troubleshoot and resolve issues with Windows and Mac devices, software applications, printers, mobile devices, and network connectivity.
- Configure, deploy, and support laptops, desktops, monitors, mobile devices, and related peripherals.
- Support conference room technology, audiovisual equipment, video conferencing platforms, and presentation systems.
- Assist attorneys, staff, and visiting clients with technology requests, including guest connectivity and collaboration tools.
- Track, document, and resolve incidents and service requests through ServiceNow while following ITIL-based processes.
- Escalate complex issues when necessary and ensure timely resolution.
- Educate end users on technology best practices and improve technology adoption.
- Assist with testing, deployment, and support of new technologies and service improvements.
- Provide occasional after-hours support for business-critical events, outages, and meetings.
- Support courtroom, trial, and hearing technology setups, with potential travel if needed.
Benefits
- Medical insurance, if eligible.
- Dental insurance, if eligible.
- Vision insurance, if eligible.
- Critical illness, accident, and hospital coverage, if eligible.
- 401(k) retirement plan with pre-tax and Roth post-tax contributions available, if eligible.
- Voluntary life and AD&D insurance for the employee and dependents, if eligible.
- Short- and long-term disability coverage, if eligible.
- Health Spending Account (HSA), if eligible.
- Transportation benefits, if eligible.
- Employee Assistance Program, if eligible.
- Time off/leave, including PTO, vacation, or sick leave, if eligible.
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What This Job Offers
Education Level
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