Help Desk Technician at MARKS, O'NEILL, O'BRIEN, DOHERTY & KELLY P.C – Philadelphia, Pennsylvania

JOB SUMMARY:

Operates as the first point of contact for attorneys, paralegals, and administrative staff experiencing technical issues.

ESSENTIAL DUTIES

• Respond to and resolve helpdesk tickets in a timely and professional manner.
• Provide technical support for Windows OS, Microsoft Office Suite, and legal-specific applications.
• Manage user accounts in Active Directory and Microsoft 365 (creation, deactivation, password resets).
• Assist with email setup and troubleshooting (Exchange, ActiveSync, mobile devices).
• OS imaging, installation of applications, programs, drivers, etc.
• Familiarity with various mobile devices and technology is a plus.
• Support video conferencing tools such as Microsoft Teams, Zoom, and WebEx.
• Install and configure Windows-based workstations and peripherals.
• Map network drives and printers; troubleshoot connectivity and hardware issues.
• Provide basic network support (TCP/IP, VPN configuration).
• Maintain accurate IT documentation and follow internal procedures.
• Collaborate with IT team members and escalate issues when necessary.
• All other duties as neeed.

REQUIREMENTS

• 2+ years of experience in IT support or helpdesk roles, preferably in a professional services or legal environment.
• Strong troubleshooting and critical thinking skills.
• Familiarity with Active Directory/EntraID, Microsoft 365, and Windows OS.
• Experience supporting third-party applications (e.g., Adobe, web browsers).
• Knowledge of VPN technologies
• Excellent communication and interpersonal skills.
• Ability to handle sensitive information with discretion.
• Ability to lift technical equipment up to 50lbs
• Relevant certifications (CompTIA, Microsoft, etc.) and a college degree are a plus.

PHYSICAL DEMANDS

In this position, the employee must be able to perform the following:

• Sit for long periods of time.
• Execute repetitive movements.
• Use hands to handle, utilize or feel objects, tools or controls.
• See details that are visible on or around systems.
• Understand the speech of another person.
• Speak clearly so that listeners can understand.
• Transport items up to 50lbs,

EOE M/F/D/V