Desktop Services Technician

Burr & Forman has an immediate opening for a Desktop Services Technician. This position will provide technical support to end-users by troubleshooting hardware and software issues, managing IT assets, and ensuring the smooth operation of workplace technology. This role supports virtual, remote, and in-person meetings, assists with system migrations, coordinates with vendors, and serves as a point of escalation for IT service desk tickets.

KEY CONTRIBUTIONS

• Provide Tier 1 and Tier 2 support for desktops, laptops, and peripherals in a Microsoft Windows based environment.
• Support end user requests from telephone, in-person, and ticketing system escalations.
• Document all support requests, troubleshooting steps, and resolutions in the IT ticketing system.
• Set up and support virtual, remote, and in-person meetings using various platforms such as Microsoft Teams, Zoom, and WebEx.
• Troubleshoot audio/video conferencing issues and ensure seamless meeting experiences.
• Provide guidance to users on work and conferencing-related tools and best practices.
• Test software to ensure compatibility of existing applications and troubleshoot migration-related issues.
• Configure, deploy, and image computers for new and existing staff.
• Manage IT asset inventory, including desktops, laptops, monitors, docking stations, and other peripherals.
• Perform removal and relocation of IT equipment as needed.
• Coordinate with vendors for printer maintenance, supplies, and troubleshooting.
• Support multi-factor authentication (MFA) and security compliance policies.
• Communicate effectively with end-users through email, phone, and in-person interactions.
• Document troubleshooting steps, solutions, and IT processes for knowledge-sharing.
• Create and update user guides and IT support documentation.
• Other duties as assigned.

THE ESSENTIALS

• Two or four year degree preferred; equivalent work experience will be considered.
• Two+ years of experience in desktop support, IT help desk, or a similar role.
• Law Firm experience preferred.
• Certifications (Preferred): CompTIA A+.
• Experience with supporting legal applications including document management systems, case management software, and legal research tools preferred.
• Ability to assess situations and make appropriate decisions to plan and accomplish goals.
• Work with others to foster a positive, collaborative work environment.
• Ability to manage multiple requests, prioritize tasks, and adapt to changing needs.
• Strong problem-solving skills with the ability to proactively identify issues; take initiative and think critically and logically through technical challenges.
• Ability to diagnose and resolve hardware, software, and network issues efficiently.
• Strong knowledge of Windows 10/11, Office 2016/365, and enterprise IT environments including video conferencing systems.
• Excellent verbal and written communication skills with a customer-service mindset.
• Ability to manage inventory, prioritize tasks, and track IT assets.
• Ability to handle sensitive information with discretion and professionalism.
• Flexibility in the daily work schedule (e.g., around lunch hours, after-hours, or early-hours support to accommodate the needs of the firm).
• May require lifting and moving equipment up to 50 lbs.
• Office-based with remote support responsibilities.
• Occasional travel to other office locations required.

ADDITIONAL INFORMATION

This position is a unique opportunity to join a firm that prioritizes our clients, colleagues, and communities. If you're a service-minded professional with intellectual curiosity and excellent work ethic, please consider joining our team.

Burr & Forman LLP provides a wide range of benefits designed to support our employees and families including comprehensive health insurance, dental and vision insurance, group term life and disability insurance, a 401(k) retirement plan and retirement planning services, paid time off, and free wellness and mental health services among other benefits.

The salary range for this position reflects a reasonable estimate of the range of compensation. Actual compensation is based on a number of factors, including but not limited to, education, work experience, geographic location, skills and competencies, industry knowledge, job responsibilities, market considerations and other business considerations.

Equal Opportunity Employer

Burr & Forman is an equal opportunity employer and is committed to recruiting, hiring, developing, and promoting lawyers and staff without regard to age, race, color, religion, sex, gender, national origin, sexual orientation, military and protected veteran status, gender identity or expression, transgender status, sex stereotyping, pregnancy, genetic information, disability, or any other protected characteristic.

Please view Equal Employment Opportunity, E-Verify, and other related posters at www.burr.com/careers/working-at-burr.