IT Technician

Bradley • Birmingham, AL

5d

About The Position

Bradley is seeking a highly motivated and skilled IT Technician to deliver an exceptional technology experience for employees. The role includes resolving technical issues while empowering users to work confidently and effectively through clear guidance, knowledge sharing, and support that helps prevent or independently resolve common issues.

The IT Technician supports hardware, software, legal applications, collaboration technologies, and AV systems. The position calls for strong customer service and communication skills, disciplined troubleshooting, identification of root causes and recurring issues, and collaboration with application and infrastructure teams to improve lasting solutions and the overall user experience. Support is provided in person, remotely, and by phone, primarily in a Windows environment. The technician also participates in a rotational 24x7 emergency on-call schedule.

Requirements

• At least four years of experience in a computer end-user support role.
• Proven experience as an IT Technician or in a comparable end-user support role.
• Expert knowledge of Windows 11, Microsoft Office applications, PC hardware, printers, docking stations, displays, and other end-user peripherals.
• Familiarity with Zoom video conferencing, meeting-room technology, and AV systems.
• Strong commitment to delivering an exceptional user experience, understanding user workflows, communicating clearly with non-technical users, and empowering employees to use technology confidently and effectively.
• Strong analytical troubleshooting and root-cause analysis skills, including evaluating issues across user, device, application, network, authentication, integration, and service layers.
• Ability to recognize recurring incidents and trends and identify opportunities for problem management, knowledge creation, and continuous service improvement.
• Strong written communication skills, including clear grammar, accurate ticket notes, troubleshooting documentation, and user-facing instructions.
• Ability to make sound decisions, manage multiple priorities, and balance urgency with thorough troubleshooting in a fast-paced professional-services environment.
• Strong attention to detail, ownership, collaboration, and follow-through.
• Ability to perform various physical activities as required by the role.

Nice To Haves

• Bachelor’s degree in computer science or equivalent practical experience.
• Experience in a professional-services environment such as legal, accounting, or medical services.
• Experience supporting legal applications such as NetDocuments.

Responsibilities

• Deliver responsive, white-glove technical support focused on the employee’s experience, workflow, and business impact.
• Troubleshoot business and legal applications, including NetDocuments and Microsoft Office applications; identify potential root causes, document patterns, gather diagnostics, and partner with application owners or other IT teams for escalations.
• Provide professional in-person support for desktops, laptops, peripherals, software, connectivity, and related end-user technology while minimizing disruption.
• Diagnose and resolve hardware and software issues remotely or by phone, primarily in a Windows environment, while communicating clearly and promptly with users.
• Educate users on helpful features, workflows, and best practices, and provide resources to help them resolve common issues independently when appropriate.
• Follow a consistent troubleshooting process: understand symptoms, workflow, and business impact; gather relevant information; test likely causes; validate resolutions with users; and document outcomes.
• Install, configure, maintain, optimize, and troubleshoot Windows 11 operating systems.
• Support and troubleshoot Microsoft Office applications, configurations, add-ins, integrations, and user workflow issues.
• Support and troubleshoot Zoom video conferencing, meeting-room technology, and AV equipment.
• Troubleshoot network printers, scanners, docking stations, monitors, and other office peripherals.
• Install and manage approved updates for operating systems, legal applications, productivity tools, and other supported software.
• Recognize recurring incidents and trends, determine whether issues may be broader application or service problems, and escalate findings for investigation and resolution.
• Maintain clear, accurate, detailed service records, including symptoms, user and business impact, troubleshooting, identified root causes, resolutions, and follow-up; contribute reusable solutions and knowledge.
• Collaborate with IT colleagues, application owners, vendors, and other support teams; provide complete troubleshooting findings, diagnostic details, user impact, and actions already taken when escalating.
• Participate in a rotational 24x7 emergency on-call schedule.
• Perform various physical activities as required by the role.

Benefits

• Competitive salaries commensurate with experience.
• Comprehensive medical, dental, vision, life, disability, and retirement benefits.
• Professional development support, including CLE tracking and training programs.
• Collaborative, inclusive, and supportive culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed