Help Desk Technician
About The Position
Keches Law Group is a Massachusetts-based plaintiff personal injury law firm with offices in Massachusetts, Rhode Island, and Pennsylvania. The firm handles personal injury, workers' compensation, and medical malpractice cases in a collaborative, fast-paced environment. The Help Desk Technician is an experienced IT support professional and a key technical resource within the IT department, providing advanced end-user support and assisting with ongoing IT projects and initiatives. This is primarily an on-site role requiring daily commuting to the Milton, Massachusetts office. After the training period, one work-from-home day per week can be scheduled.
Requirements
- Associate or bachelor's degree in IT or a related field, or completion of an IT certification such as CompTIA A+ or a Microsoft certification.
- 2–6+ years of experience in an IT support or help desk environment.
- Strong working knowledge of Windows 10/11, basic macOS support, and enterprise endpoint management.
- Proven experience administering Microsoft 365, Active Directory, and Group Policy.
- Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPNs.
- Experience supporting email systems, spam filtering, and email security best practices.
- Strong troubleshooting skills and ability to diagnose and resolve complex issues independently.
- Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
- Strong organizational skills and ability to manage multiple priorities in a fast-paced legal environment.
- Ability to travel between office locations less than 20% of the time.
- Must be currently authorized to work in the United States full-time without employer support or sponsorship now or in the future.
Nice To Haves
- Experience working in a professional services or legal environment.
Responsibilities
- Provide support for routine and complex technical issues across all firm locations.
- Provide advanced technical support and guidance to internal and remote users.
- Own incidents from intake through resolution, including root-cause analysis and long-term fixes.
- Lead troubleshooting for desktops, laptops, mobile devices, printers, and peripherals.
- Administer Active Directory, Group Policy, user accounts, permissions, and access controls.
- Manage and support Microsoft 365, including Exchange Online, OneDrive, SharePoint, and Teams.
- Assist with endpoint deployments, hardware refreshes, imaging, and lifecycle management.
- Troubleshoot network-related issues, including TCP/IP, DNS, DHCP, VPNs, and connectivity problems.
- Support and troubleshoot VoIP and telephony systems, including desk phones and softphones.
- Maintain and manage organizational file shares, permissions, and access rights.
- Support video conferencing systems and meeting technologies, including Microsoft Teams, Zoom, and Yealink.
- Provide advanced troubleshooting for cloud applications and third-party legal software, such as Litify, Adobe, and Sfax.
- Partner with IT leadership on projects, system upgrades, migrations, and process improvements.
- Assist with IT security initiatives, including phishing mitigation, MFA enforcement, endpoint security, and compliance policies.
- Assist with training and knowledge sharing.
- Create, maintain, and improve IT documentation, SOPs, and knowledge base articles.
- Assist with asset management, inventory control, and vendor coordination as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
