IT Helpdesk Technician

The Lisinski Law Firm•Dublin, OH

10d•$25 - $27•Hybrid

About The Position

Join Lisinski Law Firm as an IT Helpdesk Technician and play an essential role in keeping our growing team connected, productive, and empowered. As a frontline technology partner, you will deliver responsive, high-quality support to employees working both remotely and in our Dublin, Ohio office. From troubleshooting end-user devices and supporting Microsoft 365 services to maintaining access to critical IT systems, your expertise will help ensure a seamless technology experience across the Firm. Reporting to the IT Helpdesk and Operations Manager, you will thrive in a collaborative, service-driven environment that values innovation, continuous improvement, and dependable technology solutions.

Requirements

Associate's degree in Information Technology or a related field, or equivalent hands-on experience
1-3 years of relevant experience, including internships or coursework
Working knowledge of Microsoft 365 services including Teams, SharePoint, Exchange Online, and OneDrive.
Familiarity with IT ticketing and problem management platforms
Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and general Layer 2/3 troubleshooting principles.
Familiarity with printer and peripheral hardware setup and support.
Responds promptly to support requests, takes ownership of Tier 1 and Tier 2 issues, and works toward timely resolution within established SLAs.
Partners with senior IT staff, the IT Security team, external vendors, and end users to resolve issues and maintain reliable technology services.
Uses available tools, technical knowledge, documentation, and problem-solving skills to diagnose hardware, software, authentication, and connectivity issues, escalating only when needed.
Provides dependable, accurate, and professional support; protects sensitive system and user information; and maintains clear documentation of incidents, assets, and resolutions.
Proficiency with Windows operating systems; working knowledge of macOS.
Strong analytical and problem-solving skills with attention to detail.
Excellent verbal and written communication skills; ability to explain technical concepts clearly to non-technical users.
Ability to manage multiple priorities and remain composed under deadline in a fast-paced environment.
Genuine commitment to delivering exceptional customer service and positive end-user experience.

Responsibilities

Provide Tier 1 and Tier 2 technical support, resolving end-user issues and service requests within established SLAs.
Administer Microsoft 365 user accounts, including provisioning, modifications, deactivations, and application support.
Troubleshoot hardware, software, Microsoft 365, and third-party applications across the firm's technology environment.
Support authentication, identity management, and security initiatives, including SSO and compliance with established security standards.
Diagnose, repair, deploy, image, and upgrade desktops, laptops, peripherals, and end-user devices.
Install, configure, and troubleshoot printers, multifunction devices, and basic network connectivity issues, escalating when appropriate.
Escalate complex technical issues to senior IT staff or external vendors and collaborate on timely resolution.
Maintain accurate documentation of IT assets, system configurations, incidents, resolutions, and support activity within the HALO ticketing system.
Identify recurring technical issues, assist with root cause analysis, and contribute to continuous service improvement.
Develop and maintain IT knowledge base articles, standard operating procedures, reports, and other technical documentation.