Technology Support Specialist

Norm•New York City, NY

2d•Onsite

About The Position

The Technology Support Specialist is an internal-facing role on Norm Ai’s Core Technology Team, providing hands-on technical support, onboarding, training, and customer service to Norm employees, including attorneys and staff of affiliated Norm Law. The role provides white-glove support to partners and senior principals and helps ensure employees can use technology effectively. Support is the primary function, with work spanning service, training, and technology adoption. The position reports to the Chief Security Officer and works with the Core Technology team and other internal and external stakeholders. The role is based at Norm’s New York City office at One World Trade Center and requires onsite presence four to five days per week. Rotating on-call availability is expected. Compensation is a base salary of $120,000 to $145,000 per year, with equity included. The company also offers relocation financial support for a move to New York City.

Requirements

Three to five or more years of end-user or desk-side technology support experience, including at least two years in a law firm or legal/professional services environment.
Proven record of providing white-glove service to partners and senior principals; ability to remain calm under pressure, handle privileged and confidential information discreetly, and set expectations clearly.
Hands-on experience with iManage Work, preferably cloud, and its Outlook and Word integrations; working knowledge of Litera Compare or a comparable document comparison tool.
Strong troubleshooting skills across macOS and Windows 10/11, Microsoft 365, and Google Workspace.
Experience with device management, including Intune and a macOS MDM, SSO and MFA, and basic identity and access administration.
Experience designing and delivering end-user training in groups and one-on-one, and writing clear, concise documentation.
Comfort working in a ticketing system against SLAs; experience with Linear, Jira, ServiceNow, or equivalent tools.
Genuine curiosity about AI tools and comfort using them in personal work; ability to learn new internally built applications quickly and teach them to others.
Security-minded approach, including understanding confidentiality obligations and following access and data-handling procedures.
Excellent written and verbal communication skills, including the ability to explain technology to non-technical audiences without condescension.

Nice To Haves

iManage Work certification, Litera certification, Microsoft certification such as Endpoint Administrator, or CompTIA A+.
Experience with legal workflow tools such as metadata scrubbing, Adobe Acrobat PDF editing, closing sets, and data rooms.
Experience supporting a platform migration, such as a macOS-to-Windows migration or document management system cutover.
Experience as a legal technology trainer or with a legal AI adoption program.
Basic scripting or automation experience, such as PowerShell or Bash.
Background in a fast-paced startup or high-growth firm where processes had to be built as the organization grew.

Responsibilities

Provide desk-side and remote support across macOS and Windows, Google Workspace, Microsoft 365, Slack, iManage, conferencing, mobile devices, peripherals, and other technology.
Own attorney technology onboarding, including device setup, coordinating account provisioning, and delivering new-hire sessions on iManage, Litera, Workbench, and other systems.
Run recurring office hours, floor walks, and enablement sessions with the Core Technology Team; create quick-reference guides, FAQs, and short video walkthroughs as useful.
Work tickets in the IT help queue, meet response and resolution SLAs, and document fixes for future self-service.
Process onboarding, offboarding, and access requests in accordance with security procedures, including approvals, least privilege, and MFA; promptly escalate potential security issues.
Manage hardware inventory and provisioning, and keep office conference rooms, AV, and other services ready for use.
Explain technical issues in plain language and turn user feedback into clear, actionable requests for corporate partners and team members.
Track and report support metrics, including ticket volume, time to resolution, satisfaction, and platform adoption, and propose improvements to the support model.
Help extend support coverage as Norm grows, including to colleagues in other offices and time zones.