Greenburg Traurig seeks a Senior Help Desk Technician II to deliver high-level technical support and problem-solving expertise. You will be a key point of escalation for resolving complex IT issues within our dynamic legal environment.
What You'll Do
- Provide advanced, Tier II technical support and problem resolution for hardware, software, and network issues.
- Troubleshoot and resolve escalated tickets from junior technicians, ensuring minimal disruption.
- Document solutions and maintain knowledge base articles for common issues and procedures.
- Collaborate with IT teams to identify and communicate recurring technical problems for systemic improvement.
- Assist in training and mentoring junior help desk staff.
What We're Looking For
- Proven experience in a senior-level IT help desk or technical support role.
- Expertise in troubleshooting Windows and macOS operating systems.
- Deep knowledge of Microsoft Office 365 and legal-specific applications.
- Strong understanding of network connectivity, remote access tools, and mobile device management.
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- Experience with IT service management (ITSM) ticketing systems.
Nice to Have
- Experience supporting users in a professional services or legal environment.
- Relevant technical certifications (e.g., CompTIA A+, ITIL, Microsoft).
- Familiarity with document management systems and collaboration tools.
Work Mode
This is a hybrid position. Candidates must be able to work on-site as needed from either our Baltimore, MD or Rockville, MD offices.
Greenburg Traurig is an equal opportunity employer.
