IT Technician

Bradley • Dallas, TX

7d

About The Position

We are seeking a highly motivated, service-oriented IT Technician to provide exceptional technical and customer support to our lawyers and administrative professionals. Bradley's IT team operates at the forefront of a transformational technology strategy — and this role is central to its success.
The ideal candidate brings strong technical expertise and a genuine passion for service excellence. The IT Technician will ensure every interaction with the Firm’s lawyers, paralegals, and administrative professionals is seamless, educational, and empowering. This role goes beyond resolving tickets; it is about building trust, enabling productivity, and contributing to a client-first, secure by design culture.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or equivalent experience preferred.
• Minimum four (4) years in a computer end-user support role, preferably in a professional services environment (legal, accounting, or medical).
• Expert knowledge of Windows 11 operating system and Microsoft 365 application suite.
• Expert knowledge of PC hardware, peripherals, and standard office technology.
• Proficiency supporting Zoom (Phone, Rooms, video conferencing) and AV systems.
• Familiarity with ITSM/help desk platforms; experience working within SLA-driven support environments.
• Working knowledge of endpoint security practices, MFA configuration, and identity and access management fundamentals.
• Service Excellence: Commitment to white-glove, client-first support; track record of high CSAT/satisfaction results.
• Empowerment Mindset: Ability to translate technical guidance into plain language; skilled at creating training materials and self-service content.
• Communication: Excellent written and verbal communication skills; ability to explain technology to non-technical users with clarity and empathy.
• Proactive Problem Solving: Strong analytical and troubleshooting skills with a bias toward root-cause resolution, not just quick fixes.
• Adaptability: Ability to manage multiple priorities in a fast-paced environment and adapt to rapidly evolving technology tools.
• Accountability: Models a “finish what we start” philosophy; takes ownership of issues throught to resolution and communicates proactively when objectives are delayed.
• Collaboration: Team-oriented; contributes openly to knowledge sharing and cross-functional IT initiatives.
• Requires manual dexterity and range of hearing/vision sufficient to operate standard office equipment. Requires sitting, standing, bending, stooping, and reaching. Ability to lift equipment as needed.
• Able to manage stress associated with a fast-paced environment. Ability to handle multiple priorities, make sound judgment decisions, adapt to changing situations, and communicate effectively with individuals at all levels of the organization.
• Position may require hours in excess of 40 per week during critical project phases or major Firm events. Works in a typical office setting. 24x7 on-call rotational support required.

Nice To Haves

• Experience supporting attorneys and legal staff in a law firm environment strongly preferred.
• Demonstrated experience contributing to technology adoption, end-user training, or knowledge base development.
• Experience with legal software applications, particularly NetDocuments (preferred).
• Basic familiarity with data loss prevention (DLP), sensitivity labeling, and security awareness concepts in alignment with ISO 27001 or similar frameworks (preferred).

Responsibilities

• Provide in-person and remote technical support for desktops, laptops, peripherals, AV systems, printers, and legal-specific applications (e.g., NetDocuments, Zoom), ensuring swift, high-quality resolution that meets or exceeds SLA standards.
• Apply a root-cause mindset to recurring issues; contribute to problem management to reduce repeat incidents
• Maintain meticulous documentation of all support actions, resolutions, and configurations in the Help Desk ticketing system to enable knowledge sharing and continuous improvement.
• Support the deployment, configuration, and maintenance of Windows operating systems (10/11) and Microsoft 365 applications with a focus on reducing defects and ensuring seamless rollouts.
• Contribute to device lifecycle management, including provisioning, imaging, configuration, and decommissioning, in alignment with Firm-wide hardware standards.
• Create and maintain "How do I?"-style self-service resources and knowledge base articles to reduce Help Desk escalations and contact volume and empower independent problem-solving.
• Work with subject matter experts to aid in communicating technology changes proactively and clearly, explaining the "why behind the what" thus end users are informed, not surprised, by system updates or changes.
• Recognize and escalate learning opportunities; share insights with the broader IT team to improve documentation and reduce future friction for end users.
• Support the rollout and adoption of approved tools listed in the Firm’s Service Catalog, actively discouraging Shadow IT by helping users identify sanctioned alternatives or gain access to appropriate team members to pursue solutions.
• Serve as a visible, approachable IT presence across the Firm; model high-touch, empathetic service standards that reflect the IT team’s core values.
• Support and contribute to CSAT and NPS measurement efforts; seek feedback and use it constructively to improve service interactions.
• Assist with AV and conferencing setup, support, and troubleshooting (Zoom Rooms, video conferencing) to ensure smooth client-facing and internal meetings.
• Participate in IT roadshows, office hours, and pilot programs as a frontline ambassador for technology adoption.
• Provide 24×7 emergency on-call support on a rotational basis, minimizing disruption and ensuring the Firm’s operations are resilient.
• Support the enforcement of MFA, SSO, and least-privilege access policies as part of the Firm’s security roadmap and ISO 27001 compliance obligations.
• Assist with Joiner-Mover-Leaver (JML) processes, ensuring timely account provisioning and de-provisioning within defined SLAs.
• Identify and report to IT leadership, potential security concerns including Shadow IT, phishing attempts, suspicious behavior, or policy violations; reinforce a security-aware culture among end users.
• Collaborate closely with other IT teams, the Help Desk, and project teams to escalate complex issues, share knowledge, and contribute to a "we don’t let each other fail" team culture.
• Participate in change management efforts related to major technology rollouts, ensuring adoption meets targets within 60–90 days of go-live.
• Contribute to the continuous improvement of Help Desk processes, aiming to increase first-call resolution rates and cut average resolution time.
• Other duties as assigned.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level