IT Support Technician

Connell Foley LLP is seeking an IT Support Technician to deliver Level 1 and Level 2 technical assistance to firm professionals and staff from its Roseland, New Jersey office. This onsite role focuses on timely, client-facing support through phone, email, and remote troubleshooting, with active incident management and ongoing improvements to the user experience.

What you’ll do

• Provide high-quality technical support for the firm’s hardware, software, and mobile devices.
• Diagnose and resolve technical incidents and problems using advanced troubleshooting and research.
• Record, track, document, and escalate support issues through the firm’s incident management system.
• Prioritize incoming requests, meet deadlines, and set clear, appropriate service expectations.
• Collaborate with the Technology team to support timely resolutions and maintain a consistently high level of client service.
• Monitor upcoming audiovisual and videoconferencing requests to support seamless service delivery.
• Set up and deliver hardware and audiovisual equipment for meetings and events.
• Maintain integrated conference rooms and ensure equipment remains in proper working order.
• Stay current on emerging and competitive audiovisual and videoconferencing technologies.
• Identify opportunities to improve the client experience through effective use of the firm’s technology.
• Communicate clearly and professionally by phone and email, including calm support for urgent or stressful technical issues.
• Proactively learn new technologies and adapt to changes within a professional services environment.
• Be available after hours when needed for client service delivery or scheduled system maintenance.
• Travel to the firm’s remote offices as required.
• Work independently with sound judgment and effective decision-making in a fast-paced, high-pressure environment.

Required experience and skills

• One to two years of general IT support experience, preferably in a law firm or professional services environment.
• Working knowledge of Microsoft Windows 11, Microsoft 365, DUO Mobile, and Microsoft Authenticator.
• Ability to troubleshoot and repair hardware and peripherals, including computers, printers, scanners, and mobile phones.
• Strong commitment to client service and effective written and verbal communication.
• Professional collaboration with personnel at all levels of the organization.
• Strong troubleshooting, organization, and prioritization skills.
• Self-motivated, adaptable, and able to manage multiple responsibilities in a fast-paced environment.

Tools you’ll use

• Microsoft Windows 11
• Microsoft 365
• DUO Mobile
• Microsoft Authenticator

Compensation and benefits

• Salary: USD 60,000 - 80,000 per year
• Job type: Full-time
• Benefits: 401(k), dental insurance, health insurance, life insurance, paid time off, vision insurance

Location: Roseland, NJ (onsite)
Work setting: In person