Description
The
IT Service Desk Technician serves as a member of the Support Center team, providing high-level technical support to firm members across all offices. This role is responsible for resolving complex incidents escalated by Experience Support Analyst and contributes to firm-wide projects in collaboration with other IS departments, including Networking, Security, and Application Development. This individual should demonstrate leadership, technical expertise, and a proactive, customer-focused mindset.
The IT Service Desk Technician
leads by example in service delivery, technical troubleshooting, and operational excellence, while also serving as a mentor and knowledge resource to the Support Center team.
About the Opportunity
Responsibilities:
Technical Leadership & Escalation-
Serve as the top-level escalation point for complex or unresolved technical support requests
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Provide deskside and remote support across advanced hardware, software, and systems issues
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Lead initiatives in a defined area of specialization (e.g., networking, endpoint management, conference tech)
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Develop and document advanced troubleshooting procedures and support processes for use by the team
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Onboard and offboard firm members
Project & Strategic Contribution-
Act as a technical contributor to multi-departmental IS projects
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Participate in testing, evaluation, and implementation of new systems, tools, or upgrades
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Identify trends in support issues and propose process or infrastructure improvements
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Assist in planning for the firm’s technology growth, including hardware evaluation and deployment strategy
Collaboration & Knowledge Sharing-
Partner with Support Center and other IS team members to ensure service consistency and knowledge transfer
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Support their growth through documentation, shadowing, and guidance
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Contribute to maintaining the firm’s knowledgebase
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Lead internal training sessions
Systems & Asset Management-
Build and deploy system images; manage software installations, updates, and user configurations
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Maintain and track firm hardware inventory, including life cycle management and warranty support
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Coordinate office technology setup for firm moves, expansions, and large-scale events
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Support the upkeep of firm-owned A/V and conference equipment across offices
Competencies-
Advanced verbal and written communication across technical and non-technical audiences
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Deep analytical and troubleshooting ability across systems, networks, and endpoints
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Subject matter expertise in at least one technical domain
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Strategic thinking and long-term planning orientation
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Strong initiative, autonomy, and accountability
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Commitment to service excellence and continuous improvement
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Proactive identification of patterns, root causes, and solutions
The above list is not all-inclusive but provides a general framework for the position. Additional related responsibilities may be assigned by the Help Desk Manager as needed.
The physical demands of this potion are representative of those that must be met by an employee in order to successfully perform the essential functions of the position. These include being both mobile and stationary throughout the workday, having the ability to transport 25-50 pounds and being able to operate a computer and other business equipment found in the office.
About You
Experience, Education and Training:-
High school diploma or equivalent required; related associate or bachelor’s degree preferred
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2-4 years of IS support and systems experience preferred
- Proven project involvement or leadership within an IS team
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Strong working knowledge of networking, enterprise applications, or hardware platforms
- Familiar with remote support, ticketing systems, and firm-specific software
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Technical certifications (e.g., CompTIA, Microsoft, Cisco) preferred
Knowledge, Skills & Abilities-
Exceptional customer service focus with a strong commitment to delivering an outstanding experience. Advanced troubleshooting and analytical skills across enterprise systems, networks, and endpoint devices, with the ability to resolve complex technical issues and identify root causes
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Strong verbal and written communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences
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Proven ability to contribute to projects, system implementations, and process improvements while working independently and collaboratively
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High level of initiative, accountability, and commitment to service excellence, continuous improvement, and a positive user experience
About Warner
Warner is a full-service corporate law firm with 230+ attorneys practicing in nine offices throughout Michigan: Bloomfield Hills, Detroit, Grand Rapids, Holland, Kalamazoo, Lansing, Macomb, Midland and Muskegon. To learn more, visit www.wnj.com, follow us on X @WNJLLP or connect on LinkedIn or Facebook.
About Our Benefits-
Comprehensive medical, dental, and vision insurance plans
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Firm-provided life insurance and disability coverage
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401k with employer contribution or match depending on plan design
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Generous PTO and leave policies
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Firm holidays
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Remote work flexibility
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Wellness program
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Employee assistance program
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Professional development opportunities
About Our Culture
Warner’s cultural motto is “Fun, Pride + Profit...in that Order”. We build A Better Partnership through:
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Lockstep Compensation - Our compensation model encourages teamwork and distinguishes us from our competitors. Partner and associate salaries are set based upon seniority, not total hours worked, encouraging client legal projects to be routed to the most knowledgeable person in the firm. Our team approach to compensation yields better legal representation for our clients and lays the foundation for a fun culture without internal financial competition. We have a team atmosphere where people like working together and supporting each other.
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Diversity – At Warner, we take an “all in” approach to DEI – engaging people at all levels of the firm to lead and participate on DEI committees and initiatives. This ensures a broad base of support from team members truly invested in leading the charge. It’s because of their time and efforts we are as successful as we are – and that success radiates throughout the whole firm. Our DEI work has become not only the right thing to do, but more importantly, what our people want to do.
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Careers – Our culture of balanced personal and professional lifestyle allows us to maintain a 94% attorney retention rate. Attorneys throughout Michigan, the region and beyond are choosing Warner as their forever home – and because of our dedicated focus on living balanced lives, our attorneys’ families are fully supporting these important decisions.
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Community – Warner’s time-honored community engagement initiatives include financial contributions to 150+ nonprofits, scholarships and paid time off for all firm members to engage in community initiatives that are meaningful to them.
Closing Statement
Warner hires top talent at every point in our organization. We are seeking dedicated professionals with diverse backgrounds who strive to support the firm and its goals. Our collegial culture attracts people with diverse skills and backgrounds who are dedicated to teamwork and client service.
