What are the responsibilities and job description for the IT Support Technician - Level 1 position at Expert Institute?
Company Description
ABOUT US
Expert Institute is the nation's leading expert consulting and insights platform, helping client law firms win more cases and increase their profitability. Established in 2010, Expert Institute has grown significantly to support over 5,000 of the best law firms nationwide, across all areas of practice.
We connect litigators with top industry experts, innovative litigation research, physician consultations, and comprehensive due diligence — all delivered through our SaaS platform, Expert iQ, leveraging proprietary data and analytics, to give our client law firms a winning edge for everyone they represent
At Expert Institute, at our core, we provide exceptional tools and resources for trial attorneys. Trial attorneys who want the best outcome for their client. Trial work is demanding and intense and so is the work we do every day at Expert Institute. We believe a winning spirit requires a relentless commitment to high performance and that we win as a team. And everyone on the team will do their best every day to make sure we win together.
That's a winning mindset. If you have it, we'd love to hear from you.
Job Description
Overview
We are seeking a highly organized and customer-focused Level 1 IT Support Technician to serve as the face of IT for our growing team. As the first point of contact for technical support, you will take ownership of our daily helpdesk queue, hardware deployment, and employee onboarding orientations/setup. By resolving day-to-day technical challenges, you will ensure our employees have the tools they need to succeed, while working closely with the IT Manager to build out documentation and scale our IT operations.
Key Responsibilities
Frontline Helpdesk Support: Field and resolve up to 95% of daily IT requests via Google Chat, Atera ticketing, email, and in-person walk-ups at the Milwaukee office. Respond to Atera device alerts and escalate complex issues to the IT Manager when necessary.
Hardware Provisioning & Setup: Prepare and deploy new Windows (ThinkPad) and Apple (MacBook/iPad) devices. Ensure workstations, docking stations, monitors, and peripherals are fully stocked, configured, and ready for new hires before their start dates.
Asset Management & Recovery: Maintain a meticulous real-time inventory of all physical IT assets. Take ownership of the asset recovery process, ensuring all company equipment is promptly returned when an employee leaves the company.
Onboarding Orientations: Lead the IT portion of new hire orientations, walking new employees through basic hardware usage, ticketing procedures, and general technology best practices. (Note: System account provisioning/deprovisioning will be handled by the IT Manager).
Process Documentation: Collaborate with the IT Manager to continuously write, update, and organize internal IT documentation, standard operating procedures (SOPs), and user-facing guides.
Qualifications
Experience: 1–3 years of experience in an IT Helpdesk, Desktop Support, or highly technical customer service role.
Technical Skills: Strong familiarity with troubleshooting Windows and macOS hardware and operating systems. Experience with ticketing systems (Atera preferred) and endpoint management tools (e.g., Jamf, Action1) is a major plus.
Customer-First Mindset: Excellent interpersonal skills with the ability to communicate technical concepts clearly and patiently to non-technical users.
Organizational Prowess: Highly detail-oriented, especially regarding inventory tracking and following precise setup checklists.
Adaptability: Ability to handle a high volume of walk-ups and messages with a calm, methodical approach.
Additional Information
All your information will be kept confidential according to EEO guidelines.