Deliver desk-side and remote support to Norm employees, across macOS and Windows environments, Google Workspace, Microsoft 365 (Outlook, Word, Excel, Teams), Slack, iManage, conferencing, mobile devices, peripherals, and more.

Own the attorney technology onboarding program: device setup, coordinating account provisioning, and running new-hire sessions on iManage, Litera, Workbench, and other systems.

Run recurring office hours, floor walks, and enablement sessions in partnership with the Core Tech Team. You may also build quick-reference guides, FAQs, and short video walkthroughs so team members can help themselves.

Work tickets through our IT help queue, meet response and resolution SLAs, and document fixes so the next person can self-serve.

Process onboarding, offboarding, and access requests according to security procedures (approvals, least privilege, MFA), and escalate potential security issues promptly.

Manage hardware inventory and provisioning, and keep conference rooms, AV and other services in Norm offices ready for use.

Translate technical issues into plain language for users, and turn feedback into clear, actionable requests for other corporate partners and team members

Track and report support metrics (ticket volume, time to resolution, satisfaction, platform adoption) and propose improvements to the support model.

Help extend support coverage as Norm grows, including colleagues in other offices and time zones.

Skills & Experience - Core:

3 to 5+ years of end-user or desk-side technology support, including at least 2 years in a law firm or legal/professional services environment (service desk, site support, or applications support).

A proven record of white-glove service with partners and senior principals. You stay calm under pressure, handle privileged and confidential information with discretion, and set expectations clearly and gracefully.

Technology Support Specialist

Responsibilities

Benefits

Company

Norm AI

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