IT Senior Support Specialist – $80-90k, 15 vacation days, medical, 401k, onsite Boston, MA


  • The IT Senior Support Specialist is responsible for providing the highest level of service and technical support for the firm’s professional and administrative staff, and occasionally firm clients. This support will be performed in person and remotely.
  • They will be subject matter experts for the firm’s application portfolio, including a Microsoft Windows and Active Directory environment, Document Management, O365 applications, and other desktop and supporting systems. They will maintain positive contact with attorneys and staff and observe confidentiality of personnel and firm matters. Initial hours are 8-4, eventually 9-5 or 10-6.

Job Summary:

  • Actively acknowledge and provide a timely response to all service desk calls, emails, and walk-ups at the service desk for onsite and remote users.
  • Resolve software and hardware related computer system issues that include but are not limited to printing, remote access, antivirus, office support, phone, mobile application, document management, network account and logon issues.
  • Use the service desk portal to create tickets, clearly document, track, update, and close, while continuously keeping the end-user informed of their issue’s status.
  • Maintain a CMDB and service desk log to identify recurring or chronic software or user problems and work with IT staff to develop and implement a plan to resolve said issues.
  • Provide subject matter expertise and support for the firm’s computer hardware, operating system, and applications software portfolio.
  • Develop sufficient knowledge of the network and server systems, and security tools to provide backup support when team members require assistance.
  • This candidate must be familiar with and capable of backup and file restoration techniques.
  • Inform team of potential or actual IT issues in the environment by immediate escalation.
  • Develop and maintain training manuals and quick reference guides for the firm’s end-users.
  • Develop and provide metrics and reports from the firm’s service desk application.
  • Collaborate in the development and maintenance of IT policies and procedures.
  • Provide weekly status reports outlining accomplishments, open items, and issues to team leaders.

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