IT Service Desk Technician

The IT Service Desk Technician serves as a member of the Support Center team, providing high-level technical support to firm members across all offices. This role is responsible for resolving complex incidents escalated by Experience Support Analyst and contributes to firm-wide projects in collaboration with other IS departments, including Networking, Security, and Application Development. This individual should demonstrate leadership, technical expertise, and a proactive, customer-focused mindset.The IT Service Desk Technician leads by example in service delivery, technical troubleshooting, and operational excellence, while also serving as a mentor and knowledge resource to the Support Center team.About the OpportunityResponsibilities:Technical Leadership & EscalationServe as the top-level escalation point for complex or unresolved technical support requestsProvide deskside and remote support across advanced hardware, software, and systems issuesLead initiatives in a defined area of specialization (e.g., networking, endpoint management, conference tech)Develop and document advanced troubleshooting procedures and support processes for use by the teamOnboard and offboard firm members Project & Strategic ContributionAct as a technical contributor to multi-departmental IS projectsParticipate in testing, evaluation, and implementation of new systems, tools, or upgradesIdentify trends in support issues and propose process or infrastructure improvementsAssist in planning for the firm’s technology growth, including hardware evaluation and deployment strategy Collaboration & Knowledge SharingPartner with Support Center and other IS team members to ensure service consistency and knowledge transferSupport their growth through documentation, shadowing, and guidanceContribute to maintaining the firm’s knowledgebaseLead internal training sessions Systems & Asset ManagementBuild and deploy system images; manage software installations, updates, and user configurationsMaintain and track firm hardware inventory, including life cycle management and warranty supportCoordinate office technology setup for firm moves, expansions, and large-scale eventsSupport the upkeep of firm-owned A/V and conference equipment across officesCompetenciesAdvanced verbal and written communication across technical and non-technical audiencesDeep analytical and troubleshooting ability across systems, networks, and endpointsSubject matter expertise in at least one technical domainStrategic thinking and long-term planning orientationStrong initiative, autonomy, and accountabilityCommitment to service excellence and continuous improvementProactive identification of patterns, root causes, and solutionsThe above list is not all-inclusive but provides a general framework for the position. Additional related responsibilities may be assigned by the Help Desk Manager as needed.The physical demands of this potion are representative of those that must be met by an employee in order to successfully perform the essential functions of the position. These include being both mobile and stationary throughout the workday, having the ability to transport 25-50 pounds and being able to operate a computer and other business equipment found in the office. About YouExperience, Education and Training:High school diploma or equivalent required; related associate or bachelor’s degree preferred2-4 years of IS support and systems experience preferredProven project involvement or leadership within an IS teamStrong working knowledge of networking, enterprise applications, or hardware platformsFamiliar with remote support, ticketing systems, and firm-specific softwareTechnical certifications (e.g., CompTIA, Microsoft, Cisco) preferred Knowledge, Skills & AbilitiesExceptional customer service focus with a strong commitment to delivering an outstanding experience. Advanced troubleshooting and analytical skills across enterprise systems, networks, and endpoint devices, with the ability to resolve complex technical issues and identify root causesStrong verbal and written communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiencesProven ability to contribute to projects, system implementations, and process improvements while working independently and collaborativelyHigh level of initiative, accountability, and commitment to service excellence, continuous improvement, and a positive user experienceAbout Warner Warner is a full-service corporate law firm with 230+ attorneys practicing in nine offices throughout Michigan: Bloomfield Hills, Detroit, Grand Rapids, Holland, Kalamazoo, Lansing, Macomb, Midland and Muskegon. To learn more, visit www.wnj.com, follow us on X @WNJLLP or connect on LinkedIn or Facebook.About Our BenefitsComprehensive medical, dental, and vision insurance plansFirm-provided life insurance and disability coverage401k with employer contribution or match depending on plan designGenerous PTO and leave policiesFirm holidaysRemote work flexibilityWellness programEmployee assistance programProfessional development opportunitiesAbout Our Culture Warner’s cultural motto is “Fun, Pride + Profit...in that Order”. We build A Better Partnership through:Lockstep Compensation - Our compensation model encourages teamwork and distinguishes us from our competitors. Partner and associate salaries are set based upon seniority, not total hours worked, encouraging client legal projects to be routed to the most knowledgeable person in the firm. Our team approach to compensation yields better legal representation for our clients and lays the foundation for a fun culture without internal financial competition. We have a team atmosphere where people like working together and supporting each other.Diversity – At Warner, we take an “all in” approach to DEI – engaging people at all levels of the firm to lead and participate on DEI committees and initiatives. This ensures a broad base of support from team members truly invested in leading the charge. It’s because of their time and efforts we are as successful as we are – and that success radiates throughout the whole firm. Our DEI work has become not only the right thing to do, but more importantly, what our people want to do.Careers – Our culture of balanced personal and professional lifestyle allows us to maintain a 94% attorney retention rate. Attorneys throughout Michigan, the region and beyond are choosing Warner as their forever home – and because of our dedicated focus on living balanced lives, our attorneys’ families are fully supporting these important decisions.Community – Warner’s time-honored community engagement initiatives include financial contributions to 150+ nonprofits, scholarships and paid time off for all firm members to engage in community initiatives that are meaningful to them.Closing Statement Warner hires top talent at every point in our organization. We are seeking dedicated professionals with diverse backgrounds who strive to support the firm and its goals. Our collegial culture attracts people with diverse skills and backgrounds who are dedicated to teamwork and client service.