Help Desk / Desktop Support Specialist & Trainer

Help Desk / Desktop Support Specialist & Trainer

This award-winning, mid-sized, Am Law 200 firm is headquartered in New York City and has 200+ attorneys. The firm operates across three offices : NYC, Miami, and Los Angeles, serving a diverse global client base. Known for integrity, efficiency, and style, they foster an informal, friendly environment that encourages growth and work-life balance.

They are seeking a full-time Help Desk / Desktop Support Specialist & Trainer to provide exceptional technical support. The ideal candidate will have a strong IT support background, excellent problem-solving skills, and a dedication to customer service. The role offers opportunities for professional development and advancement.

Responsibilities :

• Deliver excellent customer service via phone, email, and in-person interactions, demonstrating confidence and professionalism.
• Provide first and second-level support for software, hardware, mobile devices, phones, and remote technologies.
• Identify, research, diagnose issues, and collaborate with engineers for resolution.
• Design and develop training programs, including creating manuals and instructional resources.
• Coordinate new hire training and weekly skill-up sessions.
• Develop training materials for new applications or updates with third-party vendors.
• Log all support activities in the Service Desk system.
• Manage hardware and software inventory.
• Guide users on software and equipment usage.
• Set up and deploy hardware peripherals and devices.
• Install and maintain operating systems, software, and hardware via Intune.
• Manage user accounts and permissions in Active Directory.
• Assist with basic network troubleshooting and escalate complex issues.
• Follow up to ensure user issues are resolved satisfactorily.
• Assist with conference room setups.
• Evaluate training effectiveness and adjust programs accordingly.
• Conduct in-person and online training sessions on IT systems and tools.
• Test new applications before rollout.
• Provide on-call support during evenings and weekends.
• Perform other duties as assigned by the manager.

Minimum Requirements :

Compensation & Benefits :

Salary : $75,000 to $90,000, depending on experience and qualifications.

Benefits include medical, dental, vision, supplemental insurance, HSA, retirement plan, and more. The firm offers a hybrid work schedule.

This description reflects general duties and is not exhaustive. The firm reserves the right to modify duties as needed.

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