IT Support Technician - Level 1
About The Position
Expert Institute is the nation's leading expert consulting and insights platform, helping client law firms win more cases and increase their profitability. Established in 2010, Expert Institute has grown significantly to support over 5,000 of the best law firms nationwide, across all areas of practice. They connect litigators with top industry experts, innovative litigation research, physician consultations, and comprehensive due diligence — all delivered through their SaaS platform, Expert iQ, leveraging proprietary data and analytics, to give client law firms a winning edge. At its core, Expert Institute provides exceptional tools and resources for trial attorneys who want the best outcome for their clients, emphasizing a winning spirit, relentless commitment to high performance, and teamwork. The company is seeking a highly organized and customer-focused Level 1 IT Support Technician to serve as the face of IT for their growing team. This role will be the first point of contact for technical support, taking ownership of the daily helpdesk queue, hardware deployment, and employee onboarding orientations/setup. The technician will resolve day-to-day technical challenges, ensuring employees have the necessary tools, and will work closely with the IT Manager to build documentation and scale IT operations.
Requirements
- 1–3 years of experience in an IT Helpdesk, Desktop Support, or highly technical customer service role.
- Strong familiarity with troubleshooting Windows and macOS hardware and operating systems.
- Excellent interpersonal skills with the ability to communicate technical concepts clearly and patiently to non-technical users.
- Highly detail-oriented, especially regarding inventory tracking and following precise setup checklists.
- Ability to handle a high volume of walk-ups and messages with a calm, methodical approach.
Nice To Haves
- Experience with ticketing systems (Atera preferred) and endpoint management tools (e.g., Jamf, Action1) is a major plus.
Responsibilities
- Frontline Helpdesk Support: Field and resolve up to 95% of daily IT requests via Google Chat, Atera ticketing, email, and in-person walk-ups at the Milwaukee office. Respond to Atera device alerts and escalate complex issues to the IT Manager when necessary.
- Hardware Provisioning & Setup: Prepare and deploy new Windows (ThinkPad) and Apple (MacBook/iPad) devices. Ensure workstations, docking stations, monitors, and peripherals are fully stocked, configured, and ready for new hires before their start dates.
- Asset Management & Recovery: Maintain a meticulous real-time inventory of all physical IT assets. Take ownership of the asset recovery process, ensuring all company equipment is promptly returned when an employee leaves the company.
- Onboarding Orientations: Lead the IT portion of new hire orientations, walking new employees through basic hardware usage, ticketing procedures, and general technology best practices. (Note: System account provisioning/deprovisioning will be handled by the IT Manager).
- Process Documentation: Collaborate with the IT Manager to continuously write, update, and organize internal IT documentation, standard operating procedures (SOPs), and user-facing guides.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
