Core Responsibilities & Ownership
This person will serve as the primary technical support partner for all departments, ensuring employees have reliable access to systems, applications, and tools required for daily operations. This role owns end-to-end user support, system administration, and platform configuration across Salesforce, Microsoft 365, and firm technology.
End-User Technical Support
• Troubleshoot hardware, software, login, and access issues – working with external IT teams to do so
• Diagnose and resolve day-to-day system errors and performance problems
• Create Ticketing System to manage ticket intake, prioritization, and timely resolution
• Support new hire onboarding and offboarding
• Serve as Help Desk support for attorneys and paralegals
Account Provisioning & Access Management
• Manage permissions and role-based access in: Salesforce, Microsoft 365 (Outlook, Teams, Sharepoint), Netskope/security tools
• Maintain correct user profiles, teams, queues, and SCV routing groups
• Ensure appropriate access to files, dashboards and reports
Salesforce Administration
• Maintain Salesforce user profiles
• Resolve issues related to: missing access, incorrect profiles/roles, page visibility problems, reporting permissions, etc.
Microsoft 365
• Manage Outlook, Teams, shared mailboxes, and distribution groups
• Handle configuration changes (extensions, queues, call routing, etc.)
• Maintain SharePoint and document access
Security & Compliance Support
• Work with the Infrastructure team to administer security tools (e.g., Netskope or AWS)
• Coordinate with InfoSec on access requests and escalations
Process Improvement & Documentation
• Document technical procedures, setup guides, and troubleshooting steps
• Create onboarding documentation for common workflows
• Identify opportunities to automate repetitive IT tasks
• Recommend system improvements that reduce tickets and friction with external IT
• Act as the primary IT point of contact for internal teams
Skills, Knowledge and Expertise
- Minimum of 2 years of general Help Desk support
- Possess superior organizational and time-management skills
- Highest ethical standards and professional integrity
- Strong interpersonal skills and ability to communicate effectively with clients, staff, and outside parties
- Salesforce administration experience is required
- Microsoft 365 experience is required
- Jira experience is a plus
