End-User Support Specialist

Foley Hoag LLP•Denver, CO

3h•$69,000 - $78,000•Onsite

About The Position

Foley Hoag seeks a versatile End-User Support Specialist to provide onsite support in our Denver office and Service Desk support for the firm. This role will deliver in-person technical support and , during downtime, handle Service Desk calls and tickets. The ideal candidate will demonstrate exceptional customer service, technical troubleshooting skills, and the ability to work independently in a dynamic environment. As a fully on-site position, this role requires in -office presence Monday through Friday.

Requirements

2+ years of IT support experience (helpdesk and/or deskside); law firm or professional services experience preferred.
Strong customer service orientation and problem-solving skills.
Proficiency in Windows 10/11, Microsoft Office 365, and common legal applications (iManage, ChangePro, Metadact, Innova).
Familiarity with Active Directory, Citrix XenDesktop, VPN, TCP/IP networking basics.
Experience with imaging tools and endpoint management (Intune preferred).
Ability to lift up to 15 lbs and perform occasional hardware moves.
Excellent communication skills and ability to work independently.
Appreciation for Foley Hoag’s values of excellence, service ethics, collegiality, and inclusivity.

Responsibilities

Service Desk duties Provide first-level technical support via phone (Cisco Finesse), email, and remote tools for hardware, software, and network issues.
Troubleshoot and resolve issues related to Microsoft Office, document management systems (iManage), VPN(Netskope), Citrix, and other firm applications.
Perform basic account management in Active Directory (new hires, terminations, access rights, admin changes).
Manage onboarding/offboarding tasks and maintain ticket hygiene in ServiceNow.
Support mobile devices (smartphones/tablets) and assist with MDM-related issues (Intune).
Participate in helpdesk queue coverage during scheduled hours and maintain SLAs.
End-user Services duties Provision and image laptops/desktops using Intune; configure loaner devices.
Troubleshoot hardware issues (memory, hard drives, peripherals) and perform component swaps.
Resolve local network connectivity issues and printer problems.
Assist with AV setup and troubleshooting in conference rooms when required.
Meeting and Event Conferencing support Maintenance and troubleshooting of conference room hardware and software devices Working directly with AV Manager and AV team to support end user needs Manage vendors when needed on site
Maintain and track IT assets and inventory for the Denver office.
Provide in-person training for core applications and IT policies in coordination with the training manager.
Move/maintain/lift server equipment out of/into racks for replacement and upgrades Coordinate technology needs for attorneys traveling internationally.
General Document all support activities in the ticketing system.
Ensure compliance with firm security policies and procedures.
Occasionally assist with after-hours updates or urgent support needs.