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About the Role
The Technology Support Specialist is a technical, internal-facing role responsible for providing trusted, hands-on technology support, onboarding, and training to employees, including those at affiliated companies. This white-glove role ensures employees are operationally positioned to deliver value, working directly with senior staff and reporting to the Chief Security Officer.
Responsibilities
- Deliver desk-side and remote support across macOS and Windows environments, Google Workspace, Microsoft 365, Slack, iManage, conferencing, and mobile devices.
- Own the attorney technology onboarding program, including device setup, account provisioning, and training sessions on various systems.
- Run recurring office hours, floor walks, and enablement sessions, potentially creating support documentation like guides and videos.
- Manage IT help queue tickets, meet response and resolution SLAs, and document fixes for self-service.
- Process onboarding, offboarding, and access requests following security procedures and escalate security issues.
- Manage hardware inventory and provisioning, and maintain office services like conference rooms and AV equipment.
- Translate technical issues into plain language for users and convert feedback into actionable requests.
- Track and report support metrics and propose improvements to the support model.
- Extend support coverage to new offices and time zones as the company grows.
Requirements
- 3 to 5+ years of end-user or desk-side technology support experience.
- At least 2 years of experience in a law firm or legal/professional services environment.
- Proven record of white-glove service with partners and senior principals.
- Hands-on experience with iManage Work (cloud preferred) and its integrations.
- Working knowledge of Litera Compare or a comparable document comparison tool.
- Strong troubleshooting skills across macOS, Windows 10/11, Microsoft 365, and Google Workspace.
- Experience with device management (Intune and macOS MDM), SSO, MFA, and basic identity and access administration.
- Experience designing and delivering end-user training and writing documentation.
- Comfortable working in a ticketing system against SLAs (Linear, Jira, ServiceNow, or equivalent).
- Genuine curiosity about AI tools and comfort using them in your own work.
- Security-minded with an understanding of confidentiality obligations and data-handling procedures.
- Excellent written and verbal communication skills, able to explain technology to non-technical audiences.
- Ability to learn new applications quickly and teach them to others.
- Experience building processes in a fast-paced startup or high-growth firm is a plus.
- Experience with legal workflow tools such as metadata scrubbing, PDF editing, closing sets, and data rooms is a plus.
- Experience supporting a platform migration is a plus.
- Experience as a legal technology trainer or with a legal AI adoption program is a plus.
- Basic scripting or automation (PowerShell, Bash, or similar) is a plus.
- Relevant certifications (iManage Work, Litera, Microsoft, CompTIA A+) are a plus.
Skills
- AI Fluency
- macOS
- Windows 10/11
- Google Workspace
- Microsoft 365
- Outlook
- Word
- Excel
- Teams
- Slack
- iManage
- Litera
- Workbench
- Intune
- macOS MDM
- SSO
- MFA
- Ticketing Systems (Linear, Jira, ServiceNow)
- Document Comparison Tools
- Metadata Scrubbing
- PDF Editing (Adobe Acrobat)
- PowerShell
- Bash
Location
- New York City
Work Type
- On-site
- Hybrid
Experience Level
- 3 to 5+ years of experience
Salary/Compensations
- $120,000 to $150,000 per year
Benefits
- 401(k) with employer match
- Health coverage
- Dental coverage
- Vision coverage
- Unlimited paid time off
- Free lunch in office daily
- Employee referral bonus program
- Financial support for relocation to New York City
About the Company
- Norm Ai is the agentic law company, pioneering Legal Engineering with proprietary no-code software tools to build and supervise domain-specific AI agents.
- Norm Ai technology is deployed in major global institutions with a combined $30 trillion in assets under management.
- Norm Ai is also the technology behind Norm Law, LLP, an AI-native law firm serving leading institutions across various financial sectors.
- Norm Ai prefers all team members to be fluent in AI, actively using it to enhance work quality, speed, and problem-solving.