Support Desk Technician

Cozen O'Connor

Support Desk Technician providing 1st & 2nd level technical support at Cozen O'Connor, one of North America's fastest-growing law firms. Ensuring smooth operation of technology infrastructure and user satisfaction.

Posted 7/20/2026full-timePhiladelphia • Pennsylvania • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced technical knowledge of laptop computers and hardware peripherals, along with strong proficiency in Microsoft Office 365 and ticketing systems like ServiceNow. Effective in providing 1st and 2nd level technical support while maintaining strong interpersonal and communication skills.

Highest-signal resume keywords

Advanced Technical Knowledge of Laptop ComputersMicrosoft Office 365 ProficiencyServiceNow Ticketing System ExperienceEffective Interpersonal SkillsSelf-Motivated Task Execution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportLaptop ConfigurationHardware PeripheralsTeleconference SupportMeeting Presentation Support

Soft Skills

Interpersonal SkillsWritten CommunicationVerbal CommunicationRelationship-BuildingCollaboration

Tools & Technologies

ServiceNowIManageHelp Desk Ticketing SystemDocument Management Systems

Industry Keywords

Law Firm ExperienceTechnical ManualsProcedural Documentation

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide 1st & 2nd level technical support via email, phone, or desk-side to assist all Firm network users.
Log and track calls in the help desk ticketing system to closure and identify issues and trends.
Escalate critical computer issues to the appropriate IS Tech groups to minimize impact on users’ work production.
Provide support for users for teleconferences and meeting presentations in offices and conference rooms.
Weekend and after-hours support may be required.
Travel to our office locations in the United States and Canada, 5% or less
Help with configuration and installation of laptops and cell phones.

Requirements

What you’ll need

Effective interpersonal and relationship-building skills
Strong written and verbal communication skills
Advanced technical knowledge of laptop computers and hardware peripherals
Strong working knowledge of Microsoft Office 365 Application Portfolio
Document Management Systems experience a plus – iManage.
Ticketing System experience - ServiceNow
Self-motivated with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a collaborative work environment.
Ability to read and understand technical manuals and procedural documentation.
College Degree or equivalent experience required.
Certifications are a plus.
Law firm experience is a plus.

Benefits

Comp & perks

Cozen O’Connor is committed to fostering greater inclusion in the legal profession.
We actively welcome applicants who have previously left the workforce and are looking to return to their careers.
Gaps in experience are not penalized.
Equal Opportunity Employer, including disabled and veterans.