Senior IT Support Specialist

Paragon Tech Inc. is seeking a Senior IT Support Specialist, Legal Technology to serve as a primary support resource for our law firm clients. This role combines client-facing IT support, Microsoft 365 administration, legal technology troubleshooting, cybersecurity awareness, documentation, and operational ownership within a fast-growing legal technology company.

This is not an entry-level help desk role. We are looking for a highly self-sufficient, motivated, organized, and career-oriented individual who wants to grow long term with the company. The ideal candidate enjoys solving problems independently, learning quickly, improving systems, documenting processes, and delivering exceptional client experiences.

This position supports modern law firm environments, including Microsoft 365, Windows, macOS, legal software platforms, cybersecurity tools, user administration, ticket management, and general IT troubleshooting. The role also involves working closely with our Engineering and Supercharger teams to understand client configurations, workflows, implementations, and newly deployed systems.

We are looking for someone who wants more than a basic support role. The right person will take ownership of issues, communicate clearly, follow through consistently, and help improve the way our service team operates. This role is ideal for someone who wants to build a long-term career in IT support, legal technology, cybersecurity, systems administration, or client technology consulting.

Responsibilities

• Review, manage, and prioritize incoming support tickets and escalations
• Respond to and resolve client support requests quickly and professionally
• Troubleshoot Microsoft 365, Windows, macOS, legal software platforms, and related IT systems
• Support Microsoft 365 administration, including users, groups, email, MFA, permissions, and security settings
• Assist with cybersecurity implementations and security-related client changes
• Troubleshoot legal technology platforms and supporting systems used by law firms
• Escalate advanced technical issues when appropriate while maintaining ownership of communication and follow-through
• Work directly with the Supercharger Team to understand client-specific workflows and newly implemented systems
• Create and maintain internal process documentation, support procedures, and knowledge base resources
• Assist with proactive improvements to client environments and internal support operations
• Communicate technical concepts clearly to both technical and non-technical users
• Manage multiple priorities and task-switch effectively in a fast-moving support environment
• Contribute to long-term client relationships, client satisfaction, and service team growth
  

Who Will Succeed in This Role

• You take ownership of problems instead of waiting to be told what to do
• You are naturally curious and enjoy troubleshooting independently
• You are highly responsive, organized, and accountable
• You want to build a long-term career in IT, legal technology, cybersecurity, systems administration, or technology consulting
• You care about delivering excellent client experiences
• You are comfortable being measured by responsiveness, follow-through, quality of work, documentation, and client satisfaction
• You can adapt quickly and handle shifting priorities
• You are self-motivated and continuously looking to improve
• You do not require constant supervision to stay productive
• You want to grow with a company where strong performance can create future opportunities
  

Our Expectations

Paragon Tech is a supportive and growth-focused company, but this role requires consistent effort, accountability, and a genuine desire to improve. We move quickly, communicate directly, and expect team members to take ownership of their work.

This is a strong opportunity for someone who wants to build a meaningful long-term career with us and make a real impact on our clients, service operations, and company growth.

Candidates with experience in IT support, help desk, service desk, Microsoft 365 administration, MSP environments, law firm IT, legal technology, Windows support, macOS support, cybersecurity, ConnectWise, ticketing systems, or client-facing technical support are strongly encouraged to apply.

Benefits

• Paragon Tech Inc. offers a benefits package that includes health insurance, dental insurance, vision insurance, paid time off, a retirement plan, employee discounts, and professional development assistance to support continued learning and career growth.