End-User Support Specialist - Berg Hill Greenleaf & Ruscitti LLP

Job Overview

We are seeking a skilled and customer-focused End-User Support Specialist to provide critical technical support for Berg Hill Greenleaf Ruscitti's technology infrastructure. The ideal candidate will be the first point of contact for our legal professionals and staff, ensuring smooth and efficient technology operations in our dynamic law firm.

Key Responsibilities

- Provide first-line technical support for all firm employees, troubleshooting hardware, software, and network issues

- Respond to IT support tickets in a timely and professional manner, with a focus on quick problem resolution

- Manage and maintain help desk ticketing system, tracking and escalating issues as needed

- Perform remote and on-site technical support for desktop computers, laptops, mobile devices, and peripheral equipment

- Assist with software installations, updates, and configuration for legal-specific software, including case management and legal research tools

- Provide user training and create documentation for technology processes and common troubleshooting techniques

- Maintain inventory of technology equipment and assist with equipment procurement

- Support cybersecurity protocols, including password resets and basic security awareness training

- Assist with basic network maintenance and connectivity issues

- Participate in periodic technology infrastructure upgrades and implementations

- Ensure compliance with legal industry data protection and confidentiality standards

Work Arrangement

- 4 days in-office at our Boulder headquarters

- 1 day per week working remotely

- Flexibility to adjust remote work day as needed to support firm operations

Qualifications

Required

- Associate's degree in Information Technology, Computer Science, or related field

- 1-3 years of help desk or technical support experience, preferably in a legal or professional services environment

- Strong troubleshooting and problem-solving skills

- Excellent verbal and written communication skills

- Proficiency with Windows and Mac operating systems

- Experience with remote support tools and ticketing systems

- Strong customer service orientation

- Understanding of confidentiality and data protection requirements

- Ability to remain calm and professional under pressure

Preferred

- Experience supporting legal technology environments

- Knowledge of legal-specific software (e.g., Prolaw, NetDocuments, LawToolBox)

- Understanding of legal industry compliance and security standards

- Basic understanding of cybersecurity principles

- Experience with cloud services (Microsoft 365)

Technical Skills

- Windows and macOS support

- Microsoft Office Suite

- Legal practice management software

- Remote desktop support tools

- Network troubleshooting

- Basic hardware repair and maintenance

- Familiarity with legal research platforms

Working Conditions

- Primary location: Berg Hill Greenleaf Ruscitti's Boulder headquarters

- Some on-call and after-hours support may be required

- Occasional travel between firm locations

Compensation

- Competitive salary commensurate with experience, base range between $50,000 - $60,000

- Comprehensive benefits package

- Professional development opportunities

- Collaborative and innovative work environment

- Generous paid time off, 401(k) contributions, paid parking

*Berg Hill Greenleaf Ruscitti LLP is an Equal Opportunity Employer*