Position Summary:
We are seeking a highly motivated and skilled IT Technician to deliver an exceptional technology experience for our employees. This role goes beyond resolving technical issues. The IT Technician empowers users to work confidently and effectively with technology by providing clear guidance, sharing knowledge and helping employees prevent or independently resolve common issues.
The ideal candidate combines strong customer service and communication skills with a disciplined troubleshooting approach. The technician supports hardware, software, legal applications, collaboration technologies, and AV systems while identifying root causes, recognizing recurring issues, and partnering with application and infrastructure teams to drive lasting solutions and improve the overall user experience.
Key Responsibilities:
- User Experience and Empowerment: Deliver responsive, white-glove technical support with an emphasis on the employee’s overall experience. Understand the user’s workflow and business impact, communicate throughout the interaction, provide practical guidance, and build confidence in using firm technology effectively.
- Application Support and Root Cause Analysis: Troubleshoot business and legal applications, including NetDocuments, Microsoft Office applications, and other supported software. Move beyond temporary workarounds by identifying potential root causes, documenting patterns, gathering relevant diagnostic information, and partnering with application owners or other IT teams when escalation is required.
- Deskside Support: Provide professional in-person support for desktops, laptops, peripherals, software, connectivity, and related end-user technology while minimizing disruption to the employee’s work.
- Remote and Phone Support: Diagnose and resolve hardware and software issues remotely or by phone, primarily in a Windows environment, while maintaining clear and timely communication with the user.
- User Education: Use support interactions as opportunities to teach helpful features, workflows, and best practices. When appropriate, provide users with the knowledge and resources to resolve common issues independently.
- Troubleshooting Methodology: Apply a consistent approach that includes understanding symptoms, workflow, and business impact; gathering relevant information; forming and testing likely causes; validating the resolution with the user; and documenting the outcome.
- Windows Operating Systems: Assist with the installation, configuration, maintenance, optimization, and troubleshooting of Windows 11 operating systems.
- Microsoft Office Applications: Support and troubleshoot Microsoft Office applications, configurations, add-ins, integrations, and user workflow issues.
- AV and Collaboration Technology: Support and troubleshoot Zoom video conferencing, meeting-room technology, and AV equipment to promote reliable, seamless meetings and video calls.
- Printers and Peripherals: Troubleshoot and resolve issues involving network printers, scanners, docking stations, monitors, and other office peripherals.
- Software Updates: Install and manage approved updates for operating systems, legal applications, productivity tools, and other supported software.
- Problem Identification and Continuous Improvement: Recognize recurring incidents and trends, distinguish isolated user issues from broader application or service problems, and escalate findings so underlying causes can be investigated and addressed.
- Documentation and Knowledge Sharing: Maintain clear, accurate, and detailed service records covering symptoms, user and business impact, troubleshooting performed, root cause when identified, resolution, and follow-up. Contribute reusable solutions and knowledge that improve consistency across the support team.
- Collaboration and Escalation: Work closely with IT colleagues, application owners, vendors, and other support teams. When escalating an issue, provide complete troubleshooting findings, diagnostic details, user impact, and actions already taken rather than simply transferring the ticket.
- After-Hours Support: Participate in a rotational 24x7 emergency on-call schedule.
Job Requirements:
- Education: Bachelor’s degree in computer science or equivalent practical experience preferred.
- Experience: A minimum of four years in a computer end-user support role, preferably in a professional-services environment such as legal, accounting, or medical services.
- Proven experience as an IT Technician or in a comparable end-user support role.
- Expert knowledge of Windows 11, Microsoft Office applications, PC hardware, printers, docking stations, displays, and other end-user peripherals.
- Familiarity with Zoom video conferencing, meeting-room technology, and AV systems.
- Experience supporting legal applications such as NetDocuments preferred.
- Strong commitment to delivering an exceptional user experience, with the ability to understand user workflows, communicate clearly with non-technical users, and empower employees to use technology confidently and effectively.
- Strong analytical troubleshooting and root-cause analysis skills, including the ability to evaluate issues across the user, device, application, network, authentication, integration, and service layers.
- Ability to recognize recurring incidents and trends and identify opportunities for problem management, knowledge creation, and continuous service improvement.
- Strong written communication skills, including clear grammar, accurate ticket notes, troubleshooting documentation, and user-facing instructions.
- Ability to make sound decisions, manage multiple priorities, and balance urgency with thorough troubleshooting in a fast-paced professional-services environment.
- Strong attention to detail, ownership, collaboration, and follow-through.
- Ability to perform various physical activities as required by the role.
Why Join Bradley?
We offer more than just a job — we provide a place to build your career. Bradley offers:
- Competitive salaries, commensurate with experience.
- Comprehensive benefits including medical, dental, vision, life, disability, and retirement.
- Professional development support, including CLE tracking and training programs.
- A collaborative, inclusive, and supportive culture.
Bradley is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy, sexual orientation and gender identity or expression), marital status, age, physical or mental disability, veteran status, genetic information, or any legally protected status.
