IT Support Specialist I (Night Shift)

Description

POSITION TITLE : IT Support Specialist I

REPORTS TO : Director of Helpdesk and Support Services

LOCATION : Los Angeles Office

OTHER KEY RELATIONSHIPS :

The IT Support Specialist I work directly with attorneys, staff, professional managers and firm

directors as the frontline point of contact for the firm. The IT Support Specialist I have regular

interactions with the IT staff at all levels of the organization, including IT Directors and the firm's

CIO, as it relates to operations, support and technology Improvements. The IT Support Specialist I

can expect to have frequent contact with attorneys in all the firm's offices including leaders

throughout the firm.

POSITION SUMMARY :

The IT Support Specialist I is a critically Important role situated in the IT Department and first

reachable asset for IT support issues and requests. They are at the frontline for telephone and

email support of all firm‐authorized technology and related‐services including troubleshooting

and resolving technical problems. In many ways, the IT Support Specialist I is the IT Department's

emissary to the rest of the firm since they'll support our attorneys and staff on a wide range of

technology issues typically found in large law firms – especially related to the processing of legal

documents. The IT Support Specialist I will lend their support to the firm's IT System Engineers

and must be able to resolve Help Desk incidents and requests related to the firm's technology

quickly, pleasantly and efficiently.

KEY RESPONSIBILITIES :

SPECIFIC DAILY RESPONSIBILITIES

1. Resolve end‐user calls presented by phone, email, or face‐to‐face interactions, including

issues with applications, computer hardware, printers, mobile devices, telephones, and

basic network access.

2. Monitor incident queue dashboard and resolve all assigned IT incidents using ServiceNow

ticketing system.

3. Workload average of 25‐35 incidents per day.

4. Escalate incidents to Level II or appropriate support teams when needed.

5. Be the single point of contact for end users by following up on open incidents with

escalation teams.

6. Maintain a 1 : 1 call to ticket ratio.

7. Knowledge share by creating or modifying knowledgebase entries.

8. Maintain the highest level of customer service.

9. Ability to work independently as well as a team player.

PERIODIC RESPONSIBILITIES

1. Work with IT team members on testing software applications, firm deployed Images and

updating technical documentation.

2. Perform additional duties and functions as requested.

CANDIDATE QUALIFICATIONS :

MINIMUM REQUIREMENTS

1. Minimum 1‐year experience supporting technology in a medium to large law firm

2. Expert proficiency in the Microsoft Office Suite 2013 / 2016 / 2019 / 365, particularly Word.

3. Proficiency with commonly used legal applications including document management

systems, legal template and numbering software, document comparison software,

timekeeping software, and Adobe Acrobat Professional.

4. Expert proficiency supporting Microsoft Windows, including performance and connectivity

issues.

DESIRED QUALIFICATIONS

1. Bachelor's Degree or 2‐year IT Support environment experience.

2. International law firm experience preferred.

3. Ability to install, service and support Dell computer hardware.

4. Ability to support maintenance activities in Active Directory, including changes to user

accounts.

5. Ability to administer distribution lists, mobile devices and mailboxes within Microsoft

Exchange Administrator console.

6. Experience troubleshooting Microsoft Windows 10.

7. Excellent communication and organizational skills, including the ability to interact

effectively with a diverse range of customers in a calm and professional manner at all times,

particularly under pressure.

8. Ability to quickly learn new software applications and legal‐specific software packages.

9. Excellent time management, prioritization and organizational skills, including the ability to

manage multiple assignments simultaneously and work effectively in a fast‐paced and highpressure

environment.

10. Team player with a strong sense of customer service.

11. Reliable and consistent attendance.

12. Ability to maintain a high level of confidentiality.

13. Ability to speak multiple languages preferred.

Quinn Emanuel Urquhart & Sullivan, LLP is a Los Angeles based business litigation firm with 800+

lawyers in 23 offices around the globe.

Skills

Customer Service, Windows OS, MS Office, VPN, mobile devices, Service Desk experience, iManage document management, legal experience, ServiceNow, Document comparison software

Top Skills Details

Customer Service,Windows OS,MS Office,VPN,mobile devices,Service Desk experience

Additional Skills & Qualifications

Candidates must have excellent communication skills and customer service skills. Candidates must be comfortable working the night shift.

The shift for this role is Wednesday – Saturday 12 am – 9 am, every other Tuesday 12 am – 7 pm

Candidates must live in the Los Angeles area because they will spend the first month or so onsite at 865 South Figueroa Street, Los Angeles, CA 90017 getting trained on their systems and processes. In addition to the training period, they also may need to come into the office occasionally for special projects or trials or get additional training in the future. Other than that it’s 100% remote.

Experience Level

Intermediate Level

Pay and Benefits

The pay range for this position is $70000.00 - $75000.00 / yr.

Cigna Medical Insurance, Cigna Dental Insurance, Eyemed Vision, Flexible Spending Accounts, Transportation benefits, 401k plan, Profit Sharing,

Vacation time- less than 3 years gets 10 days per year. 3 years and less than 15 years gets 15 days per year. 15 years and less than 25 gets 20 days per year. 25 years gets 25 days per year.

Workplace Type

This is a hybrid position in Los Angeles,CA.

Application Deadline

This position is anticipated to close on Oct 17, 2025.

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About TEKsystems :

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.