IT Support Technician

IT Support Technician

Location: Cleveland, Ohio

Roetzel & Andress is seeking an IT Support Technician to join our Support Services team in our Cleveland office. We are a dynamic law firm with a positive work environment, offering competitive compensation and excellent benefits.

Position Summary

The IT Support Technician provides hands-on and remote technical support to firm personnel, assists with user training, and helps ensure the consistent delivery of high-quality IT services. This role reports to the Manager of IT Support Services and requires frequent interaction with staff and partners at all levels of the firm.

The position supports a geographically dispersed user base, participates in firm-wide IT initiatives, and is well suited for a technician who enjoys frontline support and is interested in developing deeper technical skills over time. Periodic travel to other Roetzel offices is required.

Key Responsibilities

• Respond to support requests via phone, email, and the ticketing system, providing clear and professional communication throughout the resolution process.
• Provide on-site and remote technical support for PCs, mobile devices, telecommunications systems, printers, copiers, and software applications.
• Support Microsoft Windows 10/11, Microsoft Office 365, and firm-specific applications.
• Troubleshoot issues independently and escalate complex problems following established procedures.
• Participate in a shared 24/7 on-call rotation for critical issues, with defined escalation paths and team support.
• Assist senior team members with server, network, and infrastructure-related tasks as part of ongoing training and IT projects.
• Coordinate with vendors for printers, copiers, telecommunications, and other facility-related technology.
• Document solutions, procedures, and workflows, and contribute to the IT knowledge base.
• Provide step-by-step guidance and technical assistance to users and regional office managers as needed.

Qualifications

• Associate’s degree in Information Technology or equivalent hands-on experience (5+ years) in an IT support or technical services role.
• Strong customer service mindset with a passion for problem-solving.
• Proven troubleshooting skills for PCs, printers, copiers, software, and mobile devices (iOS and Android).
• Proficiency with Windows 10/11 and Microsoft Office 365.
• Experience with computer imaging, software installation, and ticketing systems.
• Strong organizational skills with the ability to manage multiple priorities and follow through to resolution.
• Clear written and verbal communication skills.
• Ability to lift and move computer and office equipment as needed.
• Experience managing vendor relationships is a plus.
• Field technician experience supporting satellite or remote offices is preferred.
• Prior law firm or professional services experience is preferred.

Additional Information

• Employment is contingent upon successfully passing a background check.
• Competitive compensation and excellent benefits are offered.

Roetzel & Andress LPA is an Equal Opportunity Employer. The Firm maintains a policy of non-discrimination and inclusion with respect to all employees and applicants for employment. All employment decisions are based on merit, competence, and qualifications and are not influenced by race, color, religion, sex, age, national origin, ancestry, disability, marital or parental status, sexual orientation, gender identity, military status, veteran status, or any other status protected by law.

Roetzel & Andress LPA participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States.
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