User Support Specialist II

Position Overview

The User Support Specialist II is a mid-level technical role responsible for delivering advanced onsite and remote support for desktop systems, legal applications, A / V technologies, and mobile devices in a hybrid work environment. Acting as a Tier 2 escalation point, this role supports IT projects, and ensures the smooth operation of technology services across the firm. The ideal candidate brings strong troubleshooting skills, legal tech experience, and a proactive, service-oriented mindset.

Primary Duties and Responsibilities

Technical and Entry - Level System Administrative Support

• Provide Tier 2 support for complex technical issues escalated from the Help Desk.
• Deliver deskside and remote support for desktops, laptops, printers, mobile devices, and peripherals.
• Assist with software deployments, patching, system upgrades, and hardware lifecycle management.
• Support onboarding / offboarding processes and maintain accurate IT asset inventory.
• Troubleshoot and resolve issues related to Windows OS, Microsoft 365, VPN, Citrix, and endpoint management tools (e.g., SCCM, Intune).
• Maintain documentation of incidents, resolutions, and procedures using ITSM tools.
• Assist with entry-level system administration tasks such as user account management, software installation , and routine maintenance under supervision.

Legal Application Support

A / V & Collaboration Support

Project & Team Support

Secondary Duties and Responsibilities

Working Conditions

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