Johnson Pope Bokor Ruppel & Burns, LLP is seeking an experienced full-time IT Support Specialist. We are seeking a pro-active, technology-focused, customer service-oriented professional to support our law firm.
Position Overview
The IT Support Specialist provides day-to-day technology support to attorneys and staff, ensuring firm systems operate efficiently and issues are resolved promptly. This role requires a proactive, customer service–oriented professional who takes ownership of support requests, maintains a calm and professional approach when assisting users, and effectively manages troubleshooting and escalation when necessary. As a reliable in-office resource, the specialist helps keep the firm’s technology running smoothly while supporting the daily operational needs of the legal team.
Essential Duties and Responsibilities:
- Serve as the primary point of contact for all IT support requests (in-person and remote)
- Own and manage Tier 1 support tickets from intake through resolution
- Troubleshoot and resolve a broad range of Tier 2 issues, including:
- Hardware and workstation setup/support
- Microsoft 365, Outlook, and Office applications
- User account management and permissions
- Basic network and connectivity issues
- Provide white-glove support to attorneys and staff in a fast-paced environment
- Triage and escalate more complex issues appropriately to senior IT resources
- Assist with onboarding/offboarding of employees, including device setup and access provisioning
- Maintain accurate documentation of issues, resolutions, and internal processes
- Identify recurring issues and recommend process or system improvements
- Support conference room technology and day-to-day office IT needs
Essential Knowledge, Skills, and Abilities:
- 5+ years of hands-on IT support experience in a professional environment (law firm or similar preferred)
- Strong troubleshooting skills across hardware, software, and user issues
- Experience supporting Microsoft 365, Windows environments, and common business applications
- Excellent communication skills and a service-oriented mindset
- Ability to manage multiple priorities and respond quickly to user needs
- Strong organizational skills and attention to detail
- Proven reliability and consistency in prior roles.
Educational/Job Experience Requirements:
- Associate’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent combination of education and relevant work experience.
- Minimum of four (4) years of experience providing desktop and application support within a Microsoft Windows enterprise environment.
- Prior experience supporting users in a law firm or other professional services environment strongly preferred.
- Familiarity with legal technology, including document management systems and common legal software applications.
- Working knowledge of basic networking concepts and infrastructure.
- Experience utilizing a structured helpdesk or ticketing system to manage and track support requests.
Office Location: Tampa, FL
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the Firm.
Equal Opportunity Employment:
Johnson Pope Bokor Ruppel & Burns, LLP is an equal opportunity employer. We are committed to creating a diverse and inclusive work environment and do not discriminate on the basis of an applicant’s or employee’s race, color, religion, national origin, sex, gender id
e also provide reasonable accommodations for qualified individuals with disabilities in compliance with the Americans with Disabilities Act (ADA).
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