Position Summary

The User Support Specialist is the friendly first point of contact for attorneys, paralegals, and staff who need help with technology. Working in a fast-paced law firm environment, this person supports the tools that legal professionals rely on every day to serve clients, meet court deadlines, prepare legal documents, manage email, and access critical information. They answer inbound requests, listen carefully to understand what’s wrong, think through the best path to a solution, and follow up to make sure the problem is truly resolved.

We’re looking for someone who genuinely enjoys helping people, stays calm under pressure, and brings curiosity and common sense to every situation — no matter how unusual. Legal deadlines are real, and this role makes a direct difference when it matters most.

Responsibilities

• Answer inbound requests from staff by phone and email, listen actively to understand the full picture, and make sure every request is logged and tracked from start to finish.
• Ask the right questions to get to the root of an issue — not just the symptom — and think through solutions methodically before acting.
• Research solutions using available documentation, knowledge resources, and internal subject matter experts.
• Communicate clearly and patiently with users of all technical levels.
• Anticipate when an issue needs to go up the chain — and hand it off with thorough notes so nothing gets lost in translation.
• Follow up proactively and make scheduled callbacks when needed to confirm that issues have been fully resolved.
• Troubleshoot advanced Microsoft Word issues including broken styles, TOC errors, corrupted templates, section break problems, and long-document formatting (line numbering, redlines, pleading captions).
• Support Microsoft 365 applications including Outlook, Excel, Teams, and PowerPoint.
• Spot patterns in repeat issues and surface them — if the same problem keeps coming up, say something, work collaboratively with other support team members and help find a longer-term fix.
• Support the team’s on-call rotation, including evenings, weekends, and holidays, so firm staff always have help when they need it most.

Qualifications

REQUIRED

• A genuine desire to help people.
• Prior experience in a law firm, professional services IT environment, or a strong personal interest in technology with hands-on experience.
• Strong critical thinking skills — you ask good questions, think before acting, and don’t give up when a problem isn’t obvious.
• Clear, friendly communication — written and spoken — and the patience to walk someone through a fix without making them feel bad about asking.
• Comfort working under pressure and juggling multiple requests.
• Reliability and follow-through — you do what you say, show up on time, and take ownership of your work. A background in customer service, office support, or any role that required helping others is a plus.

PREFERRED

• Familiarity with legal document management systems (iManage, NetDocuments, or similar).