Technology Support Specialist

Norm Ai

. Deliver desk-side and remote support across macOS, Windows, Google Workspace, Microsoft 365, Slack, iManage, conferencing, mobile devices, peripherals, and more .

Posted 10/27/2026full-timeNew York City • New York • United StatesMid-LevelSenior💰 $120,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in delivering high-quality desk-side and remote technology support across macOS, Windows, Microsoft 365, and Google Workspace, while ensuring compliance with confidentiality obligations. Proficient in onboarding processes, troubleshooting, and creating clear documentation to enhance user experience and operational efficiency.

Highest-signal resume keywords

End-User Technology SupportIManage Work ExperienceTroubleshooting Across macOS and WindowsTicketing System ExperienceExcellent Written and Verbal Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

End-User Technology SupportTroubleshooting Across macOSTroubleshooting Across Windows 10/11IManage WorkLitera CompareMicrosoft 365Google WorkspaceBasic Scripting with PowerShellIdentity and Access AdministrationDocument Comparison Tools

Soft Skills

Excellent Written CommunicationExcellent Verbal CommunicationDiscretion with Confidential InformationCuriosity About AI ToolsAbility to Teach Others

Tools & Technologies

IntuneMacOS MDMSSOMFALinearJiraServiceNowAdobe AcrobatConferencing ToolsMobile Devices

Certifications & Qualifications

IManage WorkLiteraMicrosoft Endpoint AdministratorCompTIA A+

Industry Keywords

Legal TechnologyProfessional ServicesConfidentiality ObligationsOffice HoursOnboarding ProcessesSupport MetricsLegal Workflow ToolsPlatform MigrationFast-Paced Startup ExperienceNew York City

Tech Stack

Tools & technologies

CloudMacOSServiceNow

About the role

Key responsibilities & impact

Deliver desk-side and remote support across macOS, Windows, Google Workspace, Microsoft 365, Slack, iManage, conferencing, mobile devices, peripherals, and more
Own the attorney technology onboarding program, including device setup, account provisioning coordination, and new-hire sessions
Run recurring office hours, floor walks, and enablement sessions
Build quick-reference guides, FAQs, and short video walkthroughs
Work IT help-queue tickets, meet response and resolution SLAs, and document fixes
Process onboarding, offboarding, and access requests according to security procedures
Escalate potential security issues promptly
Manage hardware inventory and provisioning
Keep conference rooms, AV, and other office services ready for use
Translate technical issues into plain language and turn feedback into actionable requests
Track and report support metrics and propose improvements
Help extend support coverage to colleagues in other offices and time zones
Report to the Chief Security Officer and collaborate with the Core Technology team and other stakeholders
Handle tickets independently, co-deliver onboarding sessions, own onboarding for a new-hire cohort, and maintain office-hours and FAQ programs

Requirements

What you’ll need

3 to 5+ years of end-user or desk-side technology support
At least 2 years in a law firm or legal/professional services environment
Proven record of white-glove service with partners and senior principals
Ability to handle privileged and confidential information with discretion
Hands-on experience with iManage Work (cloud preferred) and its Outlook and Word integrations
Working knowledge of Litera Compare or a comparable document comparison tool
Strong troubleshooting skills across macOS and Windows 10/11, Microsoft 365, and Google Workspace
Experience with Intune and a macOS MDM, SSO and MFA, and basic identity and access administration
Experience designing and delivering end-user training in groups and 1:1
Experience writing clear, concise documentation
Comfortable working in a ticketing system against SLAs; experience with Linear, Jira, ServiceNow, or equivalent tools
Genuine curiosity about AI tools and comfort using them in your own work
Ability to learn new, internally built applications quickly and teach them to others
Understanding of confidentiality obligations and access/data-handling procedures
Excellent written and verbal communication skills
Relevant certifications are a plus: iManage Work, Litera, Microsoft Endpoint Administrator, or CompTIA A+
Experience with legal workflow tools such as metadata scrubbing, Adobe Acrobat, closing sets, and data rooms is a plus
Experience supporting a platform migration is a plus
Experience as a legal technology trainer or with a legal AI adoption program is a plus
Basic scripting or automation with PowerShell, Bash, or similar is a plus
Background in a fast-paced startup or high-growth firm is a plus
Legally authorized to work in the United States on a full-time basis
Must answer whether employment visa sponsorship is required
Must be located in New York City

Benefits

Comp & perks

Equity included
401(k) with employer match
Health, dental, vision coverage
Unlimited paid time off
Free lunch in office daily
Employee referral bonus program
Financial support to ease your move to New York City
On-call availability on a rotating basis