Senior End-User Support Specialist

Job Overview

Foley Hoag, a highly regarded and dynamic international law firm, seeks a Senior Support Specialist to provide onsite IT support to the attorneys and staff in the New York office of the firm. The Senior Support Specialist will demonstrate outstanding customer service mentality, be responsive and proactive in providing deskside support, advocate for user needs, and work collaboratively with the IT Department in the Boston office to resolve problems.

The ideal candidate for this position will bring experience working autonomously in fast‑paced environments, familiarity with networks and AV equipment, and strong critical‑thinking skills needed to identify issues quickly and "escalate" as necessary.

This role requires a 100% on‑site presence in our New York office with the potential for hybrid work opportunities depending on the required business needs as determined by your supervisor. Core working hours are Monday—Friday 08:30am—5:00pm ET. This position is overtime eligible and, occasionally, responsibilities may fall outside of traditional working hours.

• Image PCs.
• Move PC equipment; swap internal components such as memory, hard drives, as needed.
• Troubleshoot hardware/software issues and work with the Boston office to resolve problems.
• Troubleshoot printing issues.
• Troubleshoot local network issues ranging from bad network cable to workstation connectivity, network switch malfunctions, and server failures.
• Move/maintain/lift server equipment out of/into racks for replacement and upgrades.
• Liaison between NY users and the IT Operations group in the Boston office when needed.
• Train users in the firm’s core software applications, as required.
• Meeting and Event Conferencing support.
• Maintenance and troubleshooting of conference room hardware and software devices.
• Working directly with AV Manager and AV team to support end user needs.
• Coordinate any and all requirements for attorneys engaged in international travel.
• Provide document scanning training and support.
• Track and document support issues in ticketing system.
• Configure loaner laptop, wireless card and mobile devices for employees.
• Flexibility in work hours for system updates and reboots.
• Ensure technology policies and security procedures are understood and followed by NY users.
• Support in coordination of key IT initiatives impacting the NY office.
• Other duties as assigned.

• At least five years' experience in IT support role; prior experience in a professional services environment is highly desired.
• Outstanding customer service mentality and strong critical thinking and problem-solving skills; demonstrated track record of taking initiative to find creative solutions to IT issues.
• Superb written and verbal communication skills; ability to build strong relationships with users across the NY office.
• Proficient in the use of Microsoft Office applications.
• Knowledge supporting all Windows operating systems, iManage, Change Pro, Metadact, Innova, Adobe, Nuance and Mimecast.
• Experience with Citrix Xen Desktop.
• Knowledge of running and troubleshooting videoconferencing equipment.
• An appreciation for Foley Hoag’s core values of excellence, service ethic, collegiality, and inclusivity.
• Bachelor's degree, or equivalent experience.

The compensation range is $88,200 to $110,000 commensurate with related experience and qualifications. The salary of the candidate selected for this role will be set based on a variety of factors, including but not limited to internal equity, experience, specialty, and training. The above salary range (or hiring range) represents the firm's reasonable estimate of the range of possible compensation at the time of posting.

Founded in 1943, Foley Hoag has grown into an award‑winning, international law firm that focuses on innovative industries and high‑stakes litigation.

From our offices in Boston, Washington DC, New York, Denver, and Paris, more than 350 lawyers and 260 professionals in business services exhibit authentic collegiality, genuine respect for each other, and the drive to deliver exceptional client service.

Since our founding, Foley Hoag has been a leader and catalyst for…