Keller Postman LLC · 2 days ago
Service Desk Technician
Birmingham, AL
Full-time
Hybrid
Mid Level
$52K/yr - $55K/yr
3+ years expKeller Postman LLC is seeking a Service Desk Technician to provide frontline technical support for software, hardware, systems access, and IT services used across the organization. This role involves troubleshooting issues and delivering support through various communication channels in a fast-paced environment.
AdviceConsultingLegal
Responsibilities
Monitor and manage inbound tickets using the company's IT service management system
Resolve Tier 1 and Tier 2 issues including software access, password resets, system configuration, and connectivity problems
Escalate to Tier 2/3 teams when necessary, with thorough documentation
Troubleshoot and resolve issues related to: Internal systems, Hardware (desktops, laptops, peripherals), Software (Windows, macOS, Google Workspace, VPN, productivity tools)
Guide users through standard procedures and document common resolutions in the knowledge base
Provision and configure new hardware and software for new hires, including remote onboarding support
Track and manage IT asset inventory and equipment lifecycle tasks
Identify trends or recurring problems and collaborate with the engineering team on long-term solutions
Provide end-user training and communication for system changes, updates, or outages
Maintain compliance with internal documentation and security policies
Participate in after-hours support rotation as required
Qualification
Required
Proficiency in diagnosing and resolving Windows, macOS, and browser-based application issues
Strong familiarity with ticketing systems and service management platforms
Solid grasp of cloud-based collaboration tools, especially Google Workspace
Excellent communication skills — both written and verbal — with the ability to translate complex technical details into simple language
Demonstrated customer service mindset with patience, empathy, and a problem-solving attitude
Ability to multi-task, prioritize tickets effectively, and follow through with minimal supervision
Experience supporting hybrid and remote work environments
Strong attention to detail and follow-up
Must be fluent in spoken and written English
Preferred
Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred
3 years of experience in a Helpdesk or Technical Support role
Experience with identity management, software provisioning tools, or support automation tools is a plus
Relevant technical certifications (CompTIA A+, Google IT Support, etc.) are a plus
Benefits
Year-end discretionary bonus
Benefits
Company
Keller Postman LLC
Keller Postman LLC is a national law firm that represents a broad array of clients as plaintiffs in complex litigation at the trial and appellate levels.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Adam Gerchen
Chief Executive Officer
Amelia Frenkel
Partner
Recent News
bloomberglaw.com
2025-10-30
2025-10-29
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