Technology Support Specialist

New York City, Remote. Posted 19 days ago

The role

You will provide technical support, onboarding, and training to Norm employees and affiliated legal staff. This role involves desk-side and remote support across various software and hardware environments.

What you will do

Deliver desk-side and remote support to employees across macOS, Windows, Google Workspace, Microsoft 365, Slack, iManage, and more
Own the attorney technology onboarding program including device setup and account provisioning
Run recurring office hours, floor walks, and enablement sessions
Work tickets through the IT help queue and meet response and resolution SLAs
Process onboarding, offboarding, and access requests according to security procedures
Manage hardware inventory and provisioning
Keep conference rooms, AV, and other services in Norm offices ready for use
Translate technical issues into plain language for users
Track and report support metrics and propose improvements
Help extend support coverage as Norm grows

Required qualifications

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
Hands-on experience with iManage Work 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 device management (Intune and a macOS MDM), SSO and MFA, and basic identity and access administration
Experience designing and delivering end-user training
Experience working in a ticketing system against SLAs
Genuine curiosity about AI tools and comfort using them in work
Security-minded with understanding of confidentiality obligations
Excellent written and verbal communicator

Nice to have

iManage Work certification
Litera certification
Microsoft (e.g., Endpoint Administrator) certification
CompTIA A+ certification
Experience with legal workflow tools such as metadata scrubbing, PDF editing, closing sets, and data rooms
Experience supporting a platform migration
Experience as a legal technology trainer or with a legal AI adoption program
Basic scripting or automation (PowerShell, Bash, or similar)
Background in a fast-paced startup or high-growth firm

Benefits

401(k) with employer match
health coverage
dental coverage
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

Before you apply

Candidates should be prepared to demonstrate and discuss their AI usage throughout the interview process

About the company

Norm builds AI-native professional services firms and the technology that powers them. Their legal and compliance platform serves institutions representing more than $35 trillion in combined assets under management.