IT Support Specialist

Description

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.

Why Join Johnson Pope?

At Johnson Pope, we pride ourselves on fostering a collaborative, inclusive, and professional environment where your skills are valued, and your contributions make a difference. As one of Florida’s leading regional law firms, we offer our team members the opportunity to work alongside some of the most respected attorneys in the state, in a firm that supports a strong team environment and actively builds community within the organization.

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 

Requirements

Key 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: 

       o Hardware and workstation setup/support 

       o Microsoft 365, Outlook, and Office applications 

       o User account management and permissions 

       o 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. Employees 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 identity/expression, sexual orientation, age, disability, veteran status, marital status, citizenship, ancestry, pregnancy, familial status, actual or perceived status as a victim of domestic violence, dating violence, or stalking, or any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws, including applicable laws in Florida. We also provide reasonable accommodations for qualified individuals with disabilities in compliance with the Americans with Disabilities Act (ADA).