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.

For details, please visit:

https://www.ralaw.com/careers#e-verify

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IT Support Technician

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