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Help Desk Administrator

Boston, MA, USA

Job Type

Full Time

About the Role

The Help Desk Administrator Tier 2 is a full-time, non-exempt, hourly position in the Information Technology Department reporting to and  supervised by the Manager of End User Services / Technology. This is a thirty-five (35) hour per week position with hours of employment being  Monday through Friday, 10:00 am – 6:00 pm. From time to time it may be necessary for the Administrator to work additional hours or change their hours in order to ensure all coverage and/or deadlines are  met. 

Hybrid role 1-2 days in the office.

Duties and Requirements


  • Provides exceptional full service technical support for end users

  • Troubleshoots and diagnoses problems through to resolution to minimize downtime of applications, hardware, and personnel, and follows internal escalation routines to various IT support functions

  • Provides accurate record of each call in a service management tracking tool; monitors all open issues to ensure business and customer expectations are met, provided periodic updates, and promotes customer advocacy

  • Maintains asset database for all IT related hardware

  • Works with Manager to recommend training programs based on calls to better assist end users

  • Develops and maintains articles for the Help Desk knowledge base

  • Creates new user accounts on various systems

  • Provides support and training to Help Desk Administrators-Tier 1

  • Enforces policies and procedures for end users' use of technology


  • High school diploma or its equivalent required

  • 3 years of experience working in a technology Help Desk position

  • Professional experience and advanced knowledge of the Microsoft Office 2013 and 2016 Suite


  • High degree of technical skills and experience in a law firm or other professional services environment

  • Professional experience with iManage FileSite and other legal applications a plus, but not required

  • Possesses excellent troubleshooting and problem-solving skills

  • A self-starter with the ability to multitask and set priorities as needed

  • Excellent interpersonal skills, including strong communication skills, tact, and diplomacy, as well as the ability to interact positively and productively with all levels of the firm

  • Works collaboratively with team members as well as attorneys and staff throughout the firm

  • Adaptable to last-minute changes and disruptions

  • Must be willing to work outside of normal business hours, take part in an on-call 24/7 rotation

  • Must be able to lift 25lbs


  • Continue to advance in the knowledge and skills needed to perform job duties.

  • Remain composed and interact positively and professionally with higher management, peers, and subordinates in all situations.

  • Communicate effectively in person, in writing, and electronically.



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