IT Support Specialist

Position Summary

Parker Poe is seeking an experienced and service-oriented IT Support Specialist to join our Information Technology team. The Specialist will troubleshoot hardware, software, applications, mobile devices, conference room technology, and other firm-supported systems, helping ensure our teams have the tools and support they need to work efficiently. This role is an excellent opportunity for a hands-on IT professional who enjoys solving problems, building trusted relationships with end users, and making a visible impact in a collaborative professional services environment.

Based in our Raleigh office, this position will serve as the primary onsite technology resource for local attorneys and staff while also supporting users firmwide through our centralized IT Help Desk. In this firmwide support capacity, the Specialist will assist with calls, emails, and tickets from all Parker Poe locations, helping ensure timely, effective resolution of technology needs across the firm.  Periodic on-call evening and weekend hours required.  Overtime and occasional travel to other offices may be required.

Essential Duties and Responsibilities

Onsite Support

• Serve as an onsite IT support resource for the Raleigh office, building trusted relationships with attorneys and business professionals while delivering responsive, hands-on technical support.
• Ensure conference rooms and videoconferencing technology are ready for successful meetings by providing audiovisual support and resolving issues quickly and effectively.
• Assist with inventory and asset management for all IT equipment in the Raleigh office.

Technology Systems & Equipment Support

• Provide remote support for the entire firm, helping manage Help Desk calls and email volume through timely, effective incident/problem resolution.
• Diagnose and resolve issues involving Windows, Microsoft 365 (Word, Excel, PowerPoint, Teams), laptops/desktops, printers, mobile devices, iManage, Citrix, and other firm-supported applications.
• Install, configure, and deploy hardware, software, and peripherals; support equipment moves and workstation setups.

Collaboration, Innovation & Additional Responsibilities

• Work closely with IT leadership and the Regional and local Office Administrators to ensure technology needs are addressed proactively and professionally.
• Help users adopt new and innovative tools, including emerging AI-enabled technologies used by the firm.
• Participate in a rotating after-hours on-call schedule that includes evenings and weekends to help ensure reliable support for our users.
• Travel occasionally to other locations for projects or onsite assistance.
• Perform other duties as assigned by leadership.

Qualifications

• Minimum of one year of IT support experience and an associate’s degree; or the equivalent combination of education and experience.
• Experience in a law firm or professional services environment preferred. 
• Strong technical knowledge and troubleshooting skills with the confidence to serve as the primary onsite technology resource in a fast-paced environment.
• Excellent customer service, communication, and relationship-building skills, with the ability to support users of varying technical backgrounds and experience levels.
• Proficiency with Windows and Microsoft 365, including Word, Excel, PowerPoint, and Teams required; knowledge of iManage, Citrix, conference room technology, and legal-specific applications preferred.
• Ability to lift up to 25 pounds and work in confined spaces as needed to install, maintain, or troubleshoot equipment.
• Strong organizational skills with the ability to balance local responsibilities with firmwide Help Desk support.
• Excellent time management skills to juggle multiple priorities, urgent requests, and shifting deadlines.
• Self-motivated and resourceful, with the ability to work independently, anticipate issues, and drive solutions with minimal supervision.
• Collaborative team player who enjoys partnering with colleagues across offices and contributing to firm-wide technology initiatives and goals.

Traits for Success

The ideal candidate is a service-oriented IT professional who enjoys solving technology challenges, helping others succeed, and serving as a trusted resource for colleagues. They thrive in a hands-on support environment, take ownership of issues, and are excited to contribute to a collaborative team that embraces innovation and continuous improvement. We are looking for someone who is:

• A customer-focused problem solver who enjoys troubleshooting issues and helping others work more effectively.
• A self-starter who can work independently as a trusted onsite resource while remaining connected to a collaborative team.
• An organized multitasker who can balance local support needs with firmwide Help Desk priorities.
• A technology enthusiast who enjoys learning new tools and helping others adopt emerging technologies.