IT Site Support Specialist

Posted on: 07-05-2025

Description:

About Ropes & Gray
 
 Ropes & Gray is a preeminent global law firm. The firm has been ranked in the top three on The American Lawyer's prestigious A-List for eight consecutive years and #1 on Law.com's UK A-List twice in the past three years - rankings that honor the "best of the best" law firms.
 
 The firm has approximately 2,500 lawyers and professionals serving clients in major centers of business, finance, technology, and government in Boston, Chicago, Dublin, Hong Kong, London, Los Angeles, New York, Paris, San Francisco, Seoul, Shanghai, Silicon Valley, Singapore, Tokyo and Washington, D.C.
 
 The firm has consistently been recognized for its leading practices in many areas, including asset management, private equity, M&A, finance, real estate, tax, antitrust, life sciences, health care, intellectual property, litigation & enforcement, privacy & cybersecurity, and business restructuring.
 
 Ropes & Gray is an equal opportunity employer.
 
 Overview

The IT Site Support Specialist is responsible for providing technical support and assistance to end-users at a specific site or location. This role involves troubleshooting complex hardware and software issues and ensuring the smooth operation of IT equipment and systems.

This position is assigned to the Desktop Services Group and takes day-to-day direction from the Desktop Services Supervisor.

Responsibilities

• Serve as the primary IT point of contact in the office, providing high-touch, professional, and user-focused support to staff at all levels
• Provide timely, professional, and effective technical support to end-users, ensuring minimal disruption to business operations
• Demonstrate a strong customer service mindset by actively listening, empathizing with users, and communicating clearly, even in high-pressure situations. Reaching out for assistance from other team members or groups where needed.
• Troubleshoot and resolve hardware, software, and connectivity issues, escalating when necessary to ensure resolution
• Onboard new users ensuring a seamless IT experience from day one
• Lead and coordinate IT projects at the site, working with other IT teams, ensuring successful implementation
• Install, configure, and maintain computer systems and peripherals
• Respond to user inquiries and resolve technical problems in a timely manner
• Assist with the setup and configuration of audiovisual equipment for meetings and events
• Collaborate closely with other IT team members to maintain consistent, high-quality service across all systems
• Assist with software and hardware upgrades and deployments
• Maintain accurate records of technical support requests and resolutions in ticketing system
• Attend Desktop Services team meetings and proactively identify opportunities to improve user satisfaction, system reliability, and support efficiency
• Stay updated on emerging technologies and best practices in IT service and support
• Actively engage with those in the office, and visitors, by walking around the office and fostering strong relationships with end-users

Participate in on call rotation
 
 Qualifications

Education, Experience and Skills

• Associate degree or equivalent in information technology or a related field
• Minimum of 2 years of experience in IT support or a similar role
• Strong knowledge of computer hardware, software, and operating systems
• Proficiency in troubleshooting complex hardware and software issues
• Excellent communication and customer service skills
• Strong problem-solving and analytical abilities
• Ability to work independently and prioritize tasks effectively
• Technical certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus

Compensation and Total Rewards Package
 
 Ropes & Gray is proud to offer a comprehensive Total Rewards package to our business support team members. The firm also offers comprehensive health and well-being benefits, personal and professional development, career growth opportunities and a collegial and supportive culture. The anticipated pay range for this role is listed below and represents our good faith and reasonable estimate of the starting salary range at the time of posting. In addition, this role is eligible for a discretionary bonus based on performance. The actual offered rate for this position will be determined based on job-related, non-discriminatory factors, including qualifications and experience, geographic location, education, external market data and consideration of internal equity.

• San Francisco: $69,700 - 101,150

Working Conditions
 
This position requires on-site presence as an essential function of the role. Consistent and predictable on-site presence is required for ongoing business continuity, professional development and effective collaboration with colleagues and management.
 
Regular business hours with occasional evening or weekend support as needed.
 
Lifting and transporting of moderately heavy objects, such as computer and peripherals.

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Company: Ropes & Gray

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