ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Provide timely help desk support for Current versions of Microsoft Windows, Microsoft 365, Teams, Outlook, OneDrive, SharePoint, Zoom, Legal Server (Case Management System), printers, phones, mobile devices, and business applications.
2. Track, document, resolve, and escalate service requests using ticketing, remote support, and documentation tools.
3. Configure, deploy, maintain, and troubleshoot laptops, desktops, tablets, phones, printers, peripherals, and assistive technology across MPLS offices.
4. Assist with onboarding, offboarding, user accounts, password resets, access changes, and permissions using Microsoft 365, Microsoft Entra ID, Active Directory, and related tools.
5. Support endpoint management, software deployment, updates, device security, and compliance using approved platforms such as Microsoft Intune, Microsoft Defender, and Windows Update.
6. Assist with network, Wi-Fi, VPN, firewall, backup, cloud service, and server administration tasks in coordination with the Director of Technology and vendors.
7. Maintain technology inventory, asset records, support documentation, and recommendations for equipment upgrades, replacements, and process improvements.
8. Provide staff training, written guides, and one-on-one support on secure and effective technology use, including responsible adoption of approved AI tools.
9. Promote cybersecurity best practices, including phishing awareness, multifactor authentication, data protection, secure file sharing, and incident response procedures.
10. Travel to MPLS offices as needed for hands-on support, equipment deployment, connectivity troubleshooting, and technology projects; perform other duties as assigned.
QUALIFICATIONS:
1. One or more years of IT support, help desk, desktop support, systems support, or equivalent education, training, or hands-on experience.
2. Strong customer service, communication, organization, documentation, and troubleshooting skills, including the ability to explain technical concepts clearly to non-technical users.
3. Working knowledge of Microsoft Windows, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Zoom, printers, mobile devices, productivity tools, and basic networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, VPN, and firewalls.
4. Awareness of cybersecurity practices, including multifactor authentication, phishing prevention, endpoint protection, data privacy, least-privilege access, and secure handling of confidential information.
5. Ability to work independently, manage competing priorities, follow through on service requests and projects, and support staff across a multi-site or remote-work environment.
6. Preferred: experience with Microsoft Entra ID, Active Directory, Microsoft Intune, endpoint management, device enrollment, application deployment, patch management, cloud services, automation tools, accessibility tools, approved AI tools, or relevant certifications.
7. Willingness and ability to travel to MPLS offices as needed; valid driver’s license, reliable transportation, ability to lift/move technology equipment, and occasional evening or weekend availability required.
8. Commitment to MPLS’s mission and interest in using technology to improve access to justice and support high-quality client services.
SALARY AND BENEFITS: Salary will be commensurate with experience and qualifications. MPLS offers a competitive benefits package.
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
Work Location: In person
