New

IT Support Specialist I

TEKsystems
$70,000.00 - $75,000.00 / yr
retirement plan
United States, New York, New York
May 28, 2026
Job Title: IT Support Specialist I Job Description sThe IT Support Specialist I serves as the frontline point of contact for attorneys, staff, professional managers, and firm leadership, providing high-quality technical support across a large, global legal environment. This role sits within the IT Department and acts as an ambassador for technology services, resolving a wide range of issues related to firm-authorized applications, hardware, and services. The IT Support Specialist I works closely with IT team members at all levels, including sr technology leaders, to ensure smooth operations, timely incident resolution, and continuous improvement of the firm's technology experience. Responsibilities * Serve as the first point of contact for all IT support issues and requests received by phone, email, and in-person, providing prompt and courteous assistance to attorneys and staff. * Troubleshoot and resolve incidents related to applications, computer hardware, printers, mobile devices, telephones, and basic network access. * Support all firm-authorized technology and related services, with a particular focus on legal document processing and commonly used legal applications. * Handle a workload averaging 25-35 incidents per day while maintaining high quality and responsiveness. * Monitor the incident queue dashboard and manage assigned IT incidents using the ServiceNow ticketing system. * Maintain a 1:1 call-to-ticket ratio by accurately documenting all interactions and resolutions in the ticketing system. * Escalate incidents to Level II or other appropriate support teams when issues require additional expertise or access. * Act as a single point of contact for end users on open incidents by following up with escalation teams and keeping users informed of status and resolutions. * Create and update knowledgebase articles to share solutions and improve the efficiency and consistency of support. * Maintain the highest level of customer service by communicating clearly, professionally, and calmly, including in high-pressure situations. * Work independently to resolve issues while also collaborating effectively as a team player within the IT Department. * Assist IT team members with testing software applications, firm-deployed images, and updates to technical documentation. * Perform additional duties and functions as requested to support IT operations and projects. * Support maintenance activities in systems such as Active Directory and Microsoft Exchange as needed, including user account and mailbox-related tasks. * Provide support for remote access technologies such as VPN and mobile device management solutions. * Ensure all work adheres to confidentiality requirements, particularly when handling sensitive legal and client-related information. Essential Skills * Minimum 1 year of experience supporting technology in a medium to large law firm environment. * 1-3 years of service desk or help desk experience in a law firm environment. * Expert proficiency with Microsoft Office 365, particularly in a legal setting. * Expert proficiency supporting Microsoft Windows, including performance and connectivity issues, with solid troubleshooting experience in Windows 11. * Experience supporting document management systems, ideally iManage; experience with other systems such as NetDocuments, Worldox, or eDocs is also relevant. * Strong troubleshooting skills with Windows 11, Active Directory, Microsoft Office, VPN, and mobile devices. * Experience using an IT ticketing system; ServiceNow experience is a plus. * Excellent customer service and client-facing skills, with a polished and professional communication style. * Strong written and verbal communication skills, with the ability to interact effectively with a diverse range of users in a calm and professional manner, including under pressure. * Ability to manage a high volume of incidents (25-35 per day) while maintaining accuracy and service quality. * Ability to work both independently and collaboratively as part of a team. * Reliable and consistent attendance, with the ability to work assigned shifts, including early morning, evening, or overnight schedules as needed. * Ability to maintain a high level of confidentiality when handling sensitive information. Additional Skills & Qualifications * Bachelor's degree or at least 2 years of experience in an IT support environment. * Experience in an international or global law firm environment. * Ability to install, service, and support Dell computer hardware. * Ability to support maintenance activities in Active Directory, including changes to user accounts. * Ability to administer distribution lists, mobile devices, and mailboxes within the Microsoft Exchange Administrator console. * Experience troubleshooting Microsoft Windows 11 in an enterprise environment. * Strong organizational and time management skills, with the ability to prioritize and manage multiple assignments in a fast-paced, high-pressure environment. * Ability to quickly learn new software applications and legal-specific software packages. * Demonstrated team-oriented mindset with a strong sense of customer service. * Ability to speak multiple languages. * Familiarity with mobile device management tools such as Intune. * Experience with ServiceNow or similar enterprise ticketing systems. * Experience with mobile device management (MDM) platforms. * High level of professionalism, polish, and client service orientation. Why Work Here? You will join a thriving global firm that invests in modern, cutting-edge technology and operates at significant scale, providing exposure to complex systems and a broad range of tools. The environment offers the opportunity to collaborate with skilled professionals across multiple offices worldwide, enabling continuous learning and professional growth. You will gain experience in a sophisticated legal technology landscape, building expertise that is highly valued in the industry. The firm values strong customer service, professionalism, and teamwork, creating an environment where your contributions are visible and impactful. Work Environment The role is based in a high-pressure legal environment supporting more than 2,000 global users, including attorneys and staff across numerous offices. You will work with enterprise technologies such as Microsoft Office 365, Windows 11, Active Directory, VPN, document management systems (including iManage and similar platforms), mobile device management tools (such as Intune and other MDM solutions), and the ServiceNow ticketing system. The support operation runs across multiple shifts in the Pacific Time Zone, with coverage options including early morning, daytime, evening, overnight, and weekend schedules (for example, 4 AM-12 PM, 7 AM-3 PM, 8 AM-4 PM, 10 AM-6 PM, 1 PM-9 PM, 5 AM-1 PM, and 9 PM-5 AM on various day combinations). The pace is fast and service-oriented, with a strong emphasis on responsiveness, professionalism, and maintaining confidentiality in all interactions. Job Type & LocationThis is a Permanent position based out of New York, NY. Pay and BenefitsThe pay range for this position is $70000.00 - $75000.00/yr. Excellent medical, dental, holiday pay, PTO, retirement plan, overtime pay. Workplace TypeThis is a fully remote position. Application DeadlineThis position is anticipated to close on Jun 10, 2026. 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. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.