Job Description

At Fried Frank, we’re a community of 800 lawyers and 500 business services professionals across New York, Washington, DC, London, Frankfurt, and Brussels. We advise leading corporations, investment funds, and financial institutions on high-stakes M&A, securities, regulatory matters, real estate, and litigation. Our culture is grounded in our core values — excellence, integrity and collaboration — and is designed to foster continuous learning, meaningful mentorship, and lasting professional growth. We are firmly committed to pro bono service and social justice, building on a proud legacy in civil rights. Our inclusive talent strategy is a core part of our broader talent management efforts and we remain steadfast in fostering a workplace where everyone has the opportunity to grow, thrive, and become their best professional and personal selves. Our business services professionals are integral to the firm’s success, driving innovation, operational excellence and exceptional client service across all areas of the firm. We offer competitive compensation and a comprehensive benefits package, including comprehensive medical coverage, retirement plans and health and wellness initiatives designed to support your personal and professional wellbeing. We welcome passionate, driven individuals to join us, and be part of a team where you’ll be supported, inspired and empowered to build an exceptional career.

Position Summary

The IT Operations Technical Specialist is responsible for supporting, maintaining, and optimizing the organization's enterprise technology environment to ensure the reliable delivery of IT services. This position provides Tier 1 and Tier 2 technical support for end users while assisting with the administration, monitoring, maintenance, and troubleshooting of desktops, laptops, printers, audiovisual systems, servers, and network-connected devices.

The role also supports enterprise infrastructure through proactive monitoring, software deployment, operating system and server patching, endpoint management, and incident response. Working closely with internal IT teams, vendors, and business stakeholders, the IT Operations Technical Specialist helps maintain high system availability, exceptional customer service, and compliance with organizational technology standards.

This position is part of the core IT Operations team and participates in a rotating schedule that supports continuous business operations. The position schedule/work hours are Friday through Sunday, from 12:00 a.m. to 12:00 p.m.

Essential Duties & Responsibilities

End User Support

• Provide Tier 1 and Tier 2 technical support for hardware, software, operating systems, printers, audiovisual equipment, mobile devices, and peripheral equipment.
• Diagnose, troubleshoot, and resolve technical issues using established incident management procedures.
• Escalate complex issues to appropriate internal IT teams while maintaining ownership through resolution.
• Deliver exceptional customer service through timely, professional, and effective communication.
• Install, configure, relocate, and maintain desktops, laptops, monitors, docking stations, printers, and other endpoint devices.

Systems Administration

• Install, configure, maintain, and support Windows workstations and related hardware.
• Assist with administration of Microsoft Windows Server environments.
• Deploy operating system updates, software installations, security patches, and firmware updates.
• Support Microsoft 365 services, including Outlook, Teams, OneDrive, and Office applications.
• Assist with Active Directory / Microsoft Entra ID account administration, password management, group membership, and user provisioning/deprovisioning.
• Support endpoint management platforms such as Microsoft Intune or equivalent solutions.
• Perform printer administration, configuration, and troubleshooting.

Documentation & Process Improvement

• Create and maintain accurate documentation for incidents, procedures, system configurations, and knowledge base articles.
• Maintain hardware and software asset inventories.
• Recommend process improvements to enhance operational efficiency and service delivery.
• Participate in technology deployments, upgrades, office moves, and IT-related projects.

Collaboration

• Work closely with Infrastructure, Network, Security, and Application Support teams to resolve technical issues.
• Coordinate with third-party vendors for hardware repair, warranty support, and software maintenance.
• Communicate technical information effectively to both technical and non-technical audiences.
• Build positive working relationships across all levels of the organization.

Qualifications

Education

• Associate degree in Computer Science, Information Technology, or related field; or
• Completion of a technical certification program with equivalent professional experience.
• Bachelor's degree preferred.

Experience

Minimum five (5) years of enterprise IT support experience, preferably within a large law firm or other professional services environment.

Experience supporting enterprise technologies including:

• Microsoft Windows 10/11
• Microsoft Windows Server
• Microsoft 365
• Active Directory / Microsoft Entra ID
• VMware
• Microsoft Office Suite
• Printers and multifunction devices
• Audio Visual (AV) technologies
• VPN and remote access solutions
• Endpoint management platforms (Intune or equivalent)
• Enterprise monitoring tools such as ManageEngine, ThousandEyes, or similar

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Certified Fundamentals or Associate Certifications
• ITIL Foundation
• VMware Certified Professional (preferred)

Required Knowledge, Skills & Abilities

Technical Skills

• Strong troubleshooting and analytical skills
• Enterprise desktop support

Windows administration

• Microsoft 365 administration
• Active Directory / Entra ID
• VMware fundamentals
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Endpoint management
• Patch management
• Hardware diagnostics and repair
• Basic cybersecurity awareness and best practices

Professional Skills

• Excellent customer service skills
• Strong verbal and written communication
• Ability to prioritize multiple competing tasks
• Strong organizational and time-management skills
• Excellent problem-solving abilities
• Ability to work independently with minimal supervision
• Ability to collaborate effectively within a team environment
• Ability to remain calm and effective during high-pressure situations

Physical Requirements

• Ability to lift and move equipment weighing up to 50 pounds.
• Ability to install equipment under desks, in wiring closets, and in data center environments.
• Ability to sit, stand, bend, kneel, and walk for extended periods.
• Ability to travel between office locations as required.

Work Schedule & Operational Requirements

This position is a member of the IT Operations team responsible for supporting business-critical technology services.

Employees in this role are expected to:

• Participate in a rotating work schedule that provides operational coverage outside normal business hours, including evenings, weekends, and holidays.
• Participate in an on-call rotation and respond to technology incidents within established response time expectations.
• Work overtime when required during major system implementations, maintenance activities, critical production incidents, or periods of high operational demand.
• Report on-site during significant operational events when remote resolution is not feasible.
• Support business continuity efforts during emergencies or severe weather events in accordance with organizational policies.

Additional details regarding on-call responsibilities, emergency response expectations, overtime procedures, and operational coverage requirements are outlined in the IT Operations On-Call & Emergency Coverage Addendum, which will be reviewed during the employment process.

The actual salary offered will be based on a number of factors including but not limited to the qualifications of the applicant, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job.

New York Salary Range

$75,000—$90,000 USD