Support Specialist

Foley Hoag is committed to excellence in service and seeks a skilled Support Specialist (“Specialist”) with superior problem-solving skills and a passion for ensuring customer delight. Under the direction of the Service Desk Manager, the Specialist will provide Help Desk & 1st level technical support and problem resolution for legal and business services team members across the firm’s domestic offices. This position is responsible for troubleshooting issues with all enterprise technology, software, and hardware, while responding promptly to client needs and service requests via email, telephone, or remote support tools. Additionally, the Specialist will perform basic system administration and act as a resource for IT projects as assigned. 

The schedule for this position is Monday—Friday, 12:00pm—8:00pm EST. The position requires on-site presence three days per week with the potential for remote and/or flexible work opportunities depending on the required business needs. 

Responsibilities  

• Promptly provide Help Desk & 1st level technical support and problem resolution for computer systems, software, hardware, printers, copiers during business hours and non-business hours (remote) to internal personnel as well as external clients/vendors 

• Provide white glove support services for law firm applications such as Microsoft Office applications, Document Management systems (iManage), PDF creation and editing, redlining and metadata scrubbing 

• Install, modify, and repair computer hardware and software 

• Relocate computer workspaces per business needs 

• Provide operational support and maintain the operational efficiency of the local data center/IDF closets 

• Support the Firm’s mobile devices (smart phones and tablets) managed with current MDM System 

• Troubleshoot VPN log in issues 

• Perform basic account management within Active Directory for new hires/departures and assign user access rights to various network groups and directories 

• Support in the testing and deployment of new applications and systems 

• Manage employee onboarding and offboarding tasks in all the systems and software 

• Assist with maintaining an accurate inventory of technology assets and related components 

• Provide end-user training to employees on IT Policies/Procedures, applications, and systems 

• Remain current with all network applications, software/template/macro changes, and enhancements 

• Manage the equipment inventory for the Service Desk and maintain comprehensive documentation of assets and systems 

• Occasionally assist local Deskside and AV IT teams with setup/fixing IT equipment at desks, conference rooms, print/copy areas, etc. 

• Participate in on-call coverage on a rotating basis 

• Adhere to Foley Hoag’s established SLAs and ticketing hygiene standards 

• Continuously improve and expand our internal knowledge base 

• Ability to maintain a flexible work schedule (cover extended shift hours when necessary) 

• Other duties as assigned 

Qualifications  

The ideal candidate will have prior experience in a technical support role within a law firm or professional services environment. More importantly, they must demonstrate a commitment to top-tier customer service, exceptional problem-solving skills, and the ability to remain calm under pressure. If you're excited about the possibility of contributing to our team and believe you have the potential to excel in this role, we encourage you to apply, even if you don't meet every qualification: 

• At least 2 years of relevant technical support experience, ideally within a professional services setting 

• Strong client service orientation with a focus on providing white-glove support 

• Ability to troubleshoot, research and resolve software and hardware issues effectively 

• Excellent communication skills, both verbal and written 

• Strong organizational skills and attention to detail 

• The ability to work independently but within a team environment 

• Ability to work well under pressure to meet tight deadlines while maintaining strong relationships with management and peers 

• Knowledge of the following ideal: 

• Operating Systems & Productivity Software: Windows 10 & 11, Microsoft Office 2016 & 2019/Office 365, Exchange. 

• Enterprise Tools: ServiceNow ticketing system, Endpoint Management (Intune preferred), document management systems (iManage preferred), Adobe Acrobat & Kofax PowerPDF. 

• Security & Networking: Basic Active Directory administration, multifactor authentication, Citrix XenDesktop, VPN connection, TCP/IP, DNS, DHCP, Group Policies. 

• Legal & Business Applications: ChangePro, Metadact, Litera, Innova, Nuance, Mimecast. 

• Collaboration & Remote Access Tools: Microsoft Teams, Zoom, MDM systems. 

• Hardware & Imaging: Experience with computer imaging, desktop and laptop build-outs. 

 

Compensation range is $71,000 to $87,000 commensurate with related experience and qualification. The salary of the candidate selected for this role will be set based on a variety of factors, including but not limited to internal equity, experience, specialty, and training. The above salary range (or hiring range) represents the firm's reasonable estimate of the range of possible compensation at the time of posting. 

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IF APPLICABLE:

Search firm submissions are not requested nor considered for this position.

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FOR REMOTE JOB POSTS ONLY:

Foley Hoag LLP can hire employees in states where we have registered entities. Currently, employees can be located/live in AZ; CA; CO; CT; DC; FL; GA; IL; IN; MA; MD; ME; NH; NJ; NY; PA; TN; TX; UT; VA; VT. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. 

 

Terms and Conditions | By submitting this application, I acknowledge receipt of and agree to the terms of Foley Hoag's Privacy Statement. I certify that answers given herein are true and complete to the best of my knowledge. In the event of employment, I understand that false or misleading information given in my application constitutes grounds for immediate termination. I hereby authorize Foley Hoag LLP to investigate the information on this application, my references, work record, education and other matters related to my suitability for employment. Furthermore, I understand that just as I am free to resign at any time, Foley Hoag LLP reserves the right to terminate my employment at any time and for any reason. I understand that no representative of Foley Hoag LLP has the authority to make assurances to the contrary. Foley Hoag LLP uses Greenhouse as a platform for our recruiting and hiring activities. Greenhouse may collect and use personal data that I provide, after anonymizing the data, to train their AI large language models. By applying to Foley Hoag LLP, I consent to Greenhouse’s use of my data in this manner. 

Accessibility | Foley Hoag is committed to affording equal access to job opportunities to qualified applicants with disabilities. Individuals with a disability who require accommodation or assistance in the job application process for a posted position may contact BusinessServicesRecruiting@foleyhoag.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process. 

Foley Hoag LLP is an equal opportunity employer. This means that Foley Hoag LLP considers applicants for employment, and makes employment decisions without unlawful regard to sex, race, color, religion, citizenship, national origin, ancestry, sexual orientation, gender identity, age, marital or domestic partner/civil union status, military service, or veteran status, disability, and any other characteristic covered by applicable federal, state or local nondiscrimination laws.  

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 

We do not pay search firm or agency fees when speculative and unsolicited candidate profiles are submitted. Please be advised that at this time we are not considering new agreements with search firms/agencies not currently on our preferred supplier list for Business Services Professionals recruitment.