New York NY
Information Technology

Legal Technology Application Support Specialist

CM Legal

Legal Technology Application Support Specialist

Our client is seeking a Legal Technology Application Support Specialist to join their Firm. Within this position, you will be responsible for supporting the Legal Technology Help Desk, which operates 24 hours a day, 7 days a week. This position will be based in our New York office and has a hybrid in-office/remote working schedule. The hours for this full-time position are Monday 7:30 a.m. – 5:30 p.m., Tuesday 9:30 a.m. – 7:30 p.m., Wednesday 9:30 a.m. – 7:30 p.m., and Thursday 7:30 a.m. – 5:30 p.m.

As the Legal Technology Application Support Specialist you will:

  • Answer Help Desk calls and logs issues. 
  • Troubleshoot and resolve end-user application issues.
  • Escalate unresolved problems to Subject Matter Experts and track the issues to resolution.
  • Assist the Quality Assurance team by testing applications supported by the department. 
  • Assist with maintaining documentation regarding all potential solutions, including work arounds, bugs, patches and permanent solutions.
  • Provide on-demand, ad-hoc training to end users.
  • Help with operational efficiency by recommending procedure modifications or improvements. 
  • Assist with loading data to Legal Technology-supported applications as instructed.


  • Extensive knowledge of PC environments and use of software applications in a legal environment required
  • Proficiency with "best-of-breed" legal software applications such as Relativity, TextMap, and CaseMap preferred.
  • Thorough working knowledge of job-related computer software (e.g. imaging, database, Web applications, desktop publishing and online Help modules)
  • Working knowledge of Help Desk software and knowledgebase
  • Knowledge of relevant firm computer software programs (e.g., Outlook, Excel, PowerPoint), with the ability to learn new software and operating systems
  • Knowledge and understanding of best practices for a Help Desk
  • Demonstrates effective interpersonal and communication skills, both verbally and in writing
  • Demonstrates close attention to detail
  • Ability to handle multiple projects and shifting priorities
  • Ability to handle sensitive matters and maintain confidentiality
  • Ability to organize and prioritize work
  • Ability to work well in a demanding and fast-paced environment
  • Ability to work well independently as well as effectively within a team
  • Flexibility to adjust hours and work the hours necessary to meet operating and business needs

Education & Experience

  • High School Diploma or equivalent
  • Minimum of five years’ of Help Desk support work experience in a corporate law firm or professional services environment

The starting base salary for this position is expected to be within the range listed under Salary Details.  Actual salary will be determined based on skills, experience (to the extent relevant) and other-job related factors, consistent with applicable law.

Salary Details
$80,000 – $95,000

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