IT Support Technician

Roetzel & Andress•Cleveland, OH

1d•Onsite

About The Position

The IT Support Technician provides hands-on and remote technical support to firm personnel, assists with user training, and helps ensure the consistent delivery of high-quality IT services. This role reports to the Manager of IT Support Services and requires frequent interaction with staff and partners at all levels of the firm. The position supports a geographically dispersed user base, participates in firm-wide IT initiatives, and is well suited for a technician who enjoys frontline support and is interested in developing deeper technical skills over time. Periodic travel to other Roetzel offices is required.

Requirements

Associate’s degree in Information Technology or equivalent hands-on experience (5+ years) in an IT support or technical services role.
Strong customer service mindset with a passion for problem-solving.
Proven troubleshooting skills for PCs, printers, copiers, software, and mobile devices (iOS and Android).
Proficiency with Windows 10/11 and Microsoft Office 365.
Experience with computer imaging, software installation, and ticketing systems.
Strong organizational skills with the ability to manage multiple priorities and follow through to resolution.
Clear written and verbal communication skills.
Ability to lift and move computer and office equipment as needed.

Nice To Haves

Experience managing vendor relationships is a plus.
Field technician experience supporting satellite or remote offices is preferred.
Prior law firm or professional services experience is preferred.

Responsibilities

Respond to support requests via phone, email, and the ticketing system, providing clear and professional communication throughout the resolution process.
Provide on-site and remote technical support for PCs, mobile devices, telecommunications systems, printers, copiers, and software applications.
Support Microsoft Windows 10/11, Microsoft Office 365, and firm-specific applications.
Troubleshoot issues independently and escalate complex problems following established procedures.
Participate in a shared 24/7 on-call rotation for critical issues, with defined escalation paths and team support.
Assist senior team members with server, network, and infrastructure-related tasks as part of ongoing training and IT projects.
Coordinate with vendors for printers, copiers, telecommunications, and other facility-related technology.
Document solutions, procedures, and workflows, and contribute to the IT knowledge base.
Provide step-by-step guidance and technical assistance to users and regional office managers as needed.