Senior Help Desk Specialist

Bernstein Shur, a New England-based law firm advising clients across the U.S. and internationally, seeks a Senior Help Desk Specialist for its Portland, Maine office.

Job Summary

We’re seeking an initiative-taking, team-oriented IT professional with strong technical skills to join our Help Desk team. This role is ideal for someone who can work independently and is eager to learn emerging solutions. Our IT department is dedicated to delivering exceptional service and implementing innovative technology.

The position primarily focuses on advanced Help Desk support, troubleshooting, and user assistance, while also overseeing key IT administrative functions, including user account and device management. The successful candidate will thrive in a collaborative environment, demonstrate a strong commitment to maintaining high service standards, be adaptable to change, and remain calm under pressure.

Key Responsibilities

Technical Support

• Advanced Help Desk Support: Respond to and resolve advanced-level Help Desk tickets. Provide training to junior team members to promote efficient problem-solving.
• Device and Software Management: Oversee the installation, setup, and management of hardware and software on firm-owned and user-owned devices, using Intune for updates, configuration, and mobile device management.
• Video Conferencing Support: Provide both on-site and remote support for video conferencing platforms, including Teams and Zoom.
• On-Call Rotation: Participate in after-hours support rotation as assigned.
• Vendor Coordination: Collaborate with software vendors to address technical issues and ensure timely resolution.

Administrative Functions

Active Directory & Microsoft 365 Administration: Manage user accounts, security permissions, and group memberships in Active Directory and Microsoft Entra ID.

• Documentation: Document processes, solutions, and troubleshooting tips to enhance the IT Knowledgebase, ensuring it remains up-to-date and accessible for both the team and end users.
• Policy Compliance and Enforcement: Adhere to and enforce IT security policies and procedures to ensure compliance and protect systems from security threats.

Project Management

• Independent Project Work: Take ownership of Help Desk assignments and IT projects as directed by the Help Desk Manager or colleagues, demonstrating strong accountability and time management.

Desired Skills & Qualifications

• Help Desk Experience: A Bachelor’s degree in a related field or 5+ years of Help Desk experience. Experience in a professional legal services setting is preferred.
• Required Technical Proficiency: Advanced experience with Windows 10 and 11, iOS platforms, Microsoft 365 administration (including SharePoint and Exchange), Active Directory, Group Policy administration, and Document Management Systems (preferably iManage Work). Proficiency in setting up, configuring, and deploying Windows and iOS devices using MDM solutions like Intune and/or Apple Configurator, including app deployment, security enforcement, and policy management.
• Video Conferencing

  Administrative and end-user experience with Teams or Zoom platforms.

  
  

• Critical Thinking & Collaboration: Strong troubleshooting skills with the ability to resolve complex technical issues independently or collaboratively. Excellent communication skills to explain technical concepts clearly to both technical and non-technical users.
• Adaptability & Learning: Quick to learn modern technologies, and adapt to fast-paced, high-pressure environments.
• Office Presence: This position is primarily on-site in Portland, with occasional visits to Bernstein Shur’s other offices, and some flexibility for remote work.

Benefits Package:

• Hybrid work environment (three days in the office; Wednesday anchor day)
• Excellent medical, dental, and vision insurance
• Group life and disability insurance
• Financial wellness program
• 401(k) employer match and profit sharing
• 23 days PTO in the first year of employment
• Eleven paid holidays
• 16 weeks paid parental leave
• Mobile data reimbursement
• Free parking

ABOUT BERNSTEIN SHUR

Our 100+ award-winning attorneys and professionals are driven, dominant, and deliver results. The ideal candidate will have a growth mindset, strive to achieve the highest level of professional excellence, and thrive in an atmosphere that’s collaborative, authentic, and respectful. We have exceptionally high standards for everything we do, and we’re looking for high-energy candidates who want to make a significant impact. We work together to continually raise the bar and put our clients’ interests first. In 2023, Bernstein Shur was named one of Maine’s Best Places to Work for the twelfth time. It’s a reflection of our values and firm-wide commitment to create a culture that believes in diversity, flexibility, and family-friendly policies. Simply put, we desire to do great work—and have great lives.

Bernstein Shur is an equal opportunity employer.

Please e-mail cover letter, resume and references to Mary Beth Turcotte, Director of Human Resources at careers@bernsteinshur.com

Please note that we are not seeking assistance from recruitment agencies at this time.

All inquiries held in strictest confidence.