IT Support Specialist

Company Overview
Since 1988, Rubenstein Law has been a trusted advocate for personal injury victims, growing into a nationally recognized firm with over 60 attorneys and 400 professionals. Known for securing billions of dollars for clients, the firm handles a wide range of cases, including auto accidents, catastrophic injuries, medical malpractice, and mass tort litigation. Rubenstein Law is committed to delivering exceptional client care while continuing to expand nationwide.
# Job Summary
The IT Support Specialist II provides hands-on technical support to attorneys and employees across Rubenstein Law. This role will serve as a primary onsite support resource for the Miami/Dadeland office while also assisting users and technology operations at other firm locations.
The ideal candidate is an intermediate-level support professional who can independently diagnose and resolve common endpoint, Microsoft 365, Citrix/VDI, printing, connectivity, conference-room, and peripheral issues. The Specialist will work closely with the Help Desk team and coordinate advanced issues with internal technical resources and approved third-party support providers.
This is a full-time onsite position at Rubenstein Law’s Miami/Dadeland office. The position requires travel to firm offices throughout Florida for onsite support, installations, office projects, and technology refreshes. Occasional travel to New York may also be required.
# Responsibilities and Duties

- Provide onsite and remote technical support for attorneys and professional staff.
- Respond to incidents and service requests through the firm’s IT service-management platform and maintain accurate ticket documentation.
- Troubleshoot Windows desktops and laptops, monitors, docking stations, printers, scanners, headsets, webcams, mobile devices, and related peripherals.
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and other approved applications.
- Troubleshoot Citrix/VDI sessions, published applications, profiles, printing, peripherals, and user-performance issues.
- Assist users with approved password, MFA, authentication, account-access, and Microsoft Entra ID-related issues.
- Troubleshoot basic Wi-Fi, TCP/IP, DNS, DHCP, VPN, and office-connectivity issues.
- Support conference rooms, meetings, audiovisual equipment, and other office technology.
- Configure, deploy, replace, recover, and inventory laptops, desktops, monitors, docking stations, mobile devices, and peripheral equipment.
- Assist with employee onboarding, transfers, and offboarding, including equipment, account, software, and access readiness.
- Install approved software and support device enrollment, configuration, patching, and endpoint-management processes.
- Maintain accurate device assignments, inventory records, warranty information, and equipment-recovery documentation.
- Serve as a primary onsite IT resource for the Miami/Dadeland office.
- Travel to other Rubenstein Law offices throughout Florida for installations, troubleshooting, equipment replacement, office openings, relocations, expansions, and other technology needs.
- Occasionally travel to New York offices when onsite technical support is required.
- Coordinate with office contacts, Facilities, Internet providers, hardware vendors, and third-party support providers when onsite assistance is needed.
- Perform basic onsite troubleshooting of network equipment, cabling, printers, conference-room technology, and connectivity under the direction of the Infrastructure team or managed service provider.
- Diagnose issues systematically and determine whether the likely cause involves the user, endpoint, account, application, network, infrastructure, or vendor service.
- Document symptoms, scope, business impact, exact error messages, screenshots, troubleshooting completed, and results before escalation.
- Escalate advanced infrastructure and vendor-supported issues through established third-party support procedures while maintaining ownership of user communication and ticket follow-up.
- Recognize potential P1 or P2 incidents and immediately follow the firm’s Major Incident Management process.
- Escalate suspected phishing, malware, account compromise, data exposure, or other cybersecurity incidents immediately.
- Create and update Help Desk knowledge articles, troubleshooting procedures, and known-issue documentation.
- Participate in team knowledge sharing, training, and continuous-improvement activities to increase first-contact resolution and reduce unnecessary escalations.

Qualifications and Skills

- 3+ years of hands-on IT support, desktop support, Help Desk, endpoint support, or similar experience.
- Strong experience troubleshooting Windows desktops and laptops.
- Hands-on experience supporting Microsoft 365, particularly Outlook, Teams, OneDrive, SharePoint, and Office applications.
- Working knowledge of Microsoft Entra ID, MFA, user accounts, and authentication troubleshooting.
- Experience supporting Citrix, VDI, Windows 365, Azure Virtual Desktop, or a comparable virtual desktop environment.
- Experience deploying and troubleshooting laptops, desktops, printers, scanners, docking stations, monitors, mobile devices, and other peripherals.
- Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and basic network troubleshooting.
- Experience with an IT service-management platform such as Freshdesk, Freshservice, ServiceNow, Jira Service Management, or a comparable system.
- Strong customer-service, communication, documentation, prioritization, and troubleshooting skills.
- Ability to work independently, remain organized, and take ownership of technical issues through resolution.
- Ability to work full-time onsite at the Miami/Dadeland office.
- Valid driver’s license and ability to travel to firm offices throughout Florida.
- Ability to travel occasionally to New York.

Preferred Qualifications

- Microsoft Intune or other endpoint-management experience.
- Microsoft 365 administration experience.
- Citrix administration or advanced Citrix troubleshooting experience.
- Experience working with managed service providers and third-party technical support.
- Basic Active Directory and Group Policy knowledge.
- Experience supporting Salesforce, Litify, Genesys Cloud, or similar business applications.
- Experience supporting attorneys or employees in a law firm, healthcare organization, financial-services company, or another professional-services environment.
- Microsoft, CompTIA, or ITIL certifications.

Benefits

- Paid Time Off (PTO) plus 8 paid holidays a year.
- Additional Birthday Holiday.
- Comprehensive benefits package including multiple medical plan options, dental, vision, disability, supplemental coverage, and company-paid life insurance.
- Bereavement leave to support employees and their families during difficult times.
- Hospital leave benefits for qualifying medical situations.
- 401(k) retirement plan with company matching contributions.
- Bonus opportunities.