Tech Support Specialist II

Modern Family Law, a rapidly expanding national family law firm, is seeking a compassionate and innovative Tech Support Specialist II to work remotely in Colorado. Modern Family Law offers dynamic compensation, a wide array of benefit selections, and a culture built on family. 

Modern Family Law is looking for a Tech Support Specialist II who thrives in remote support, understands law firm confidentiality, and enjoys supporting macOS users in a fast-paced environment.  

This position is fully remote and supports employees across U.S. time zones.  As a Tech Support Specialist II, you will provide Tier 1 and Tier 2 support for our Mac-based environment. You will serve as the first point of contact for service requests and incidents, ensuring timely resolution, clear communication, and thorough documentation. You will also support escalations requiring more advanced troubleshooting across macOS, networking, identity and access management, security tools, and legal applications. You will collaborate closely with attorneys, paralegals, operations, and management to maintain a secure, reliable, and user-friendly technology experience that meets the firm’s standards for confidentiality and compliance. 

Key Responsibilities:  

Tier 1 – Service Desk Support 

• Frontline Support: Respond to tickets, Slack requests, and Zoom calls; triage and resolve issues related to macOS, Microsoft 365, and firm-supported applications. 

• Account & Access: Assist with password resets, MFA enrollment, user provisioning and deprovisioning, and group permissions under established workflows. 

• Endpoint Basics: Troubleshoot hardware and peripherals, including displays, keyboards, printers, scan-to-email, and Apple devices. 

• Connectivity Support: Support secure Wi-Fi and VPN access for remote users. 

• Software Support: Assist users with core tools, including Microsoft 365, Salesforce, Adobe Acrobat, Zoom, Slack, and Jamf, as well as standard firm workflows. 

• Knowledge Base: Document resolutions, update how-to guides, and contribute to self-service resources to reduce repeat issues. 

• Onboarding Support: Lead support coverage for Slack channels and ticket queues during new hire provisioning cycles. 

• SLA Adherence: Meet established response and resolution targets. 

• Escalation Management: Escalate issues as needed with clear, thorough documentation and proper handoff to Tier 2 or IT leadership. 

Tier 2 – Advanced Support & Operations 

• macOS Troubleshooting: Diagnose complex OS issues, including file system permissions, keychain, profiles, and system performance. 

• Apple Hardware Support: Support MacBooks, iMacs, iPhones, and related peripherals. 

• MDM & Configuration: Support and maintain Apple MDM solutions (e.g., Jamf Pro), including policies, profiles, scripts, app deployment, and reporting. 

• Identity & Security: Troubleshoot MFA (e.g., Azure AD), endpoint security tools, disk encryption (FileVault), and certificate-related issues. 

• Networking & Remote Access: Investigate persistent Wi-Fi, VPN, DNS, and performance issues for remote users. 

• Legal Application Support: Provide Tier 2 support for practice management and document systems (e.g., NetDocuments, Westlaw, DocuSign), including integrations and data sync issues. 

• Endpoint Compliance: Monitor device compliance, patching status, and security posture; remediate out-of-policy devices and applications. 

• Vendor Coordination: Coordinate escalations with software and hardware vendors and ensure timely resolution. 

• Continuous Improvement: Identify recurring issues and recommend improvements to processes, tools, and documentation. 

• Other duties and projects as assigned. 

• As our culture is remote-first, all employees are expected to have the capability to work from home with a reliable internet connection and to set up a workstation that supports productive work during normal business hours. 

• Associate's degree in information technology or a related field, or equivalent professional experience. 

• 2–4 years of experience in remote IT support, including Tier 1 and Tier 2 responsibilities, preferably in a Mac-centric environment. 

• Proficient experience supporting Apple hardware, including MacBooks, iMacs, iPhones, and peripherals. 

• Strong working knowledge of macOS, including system settings, user profiles, and troubleshooting tools. 

• Hands-on experience with Apple MDM solutions (preferably Jamf), including policies, profiles, and application deployment. 

• Familiarity with identity and access management tools, including MFA (e.g., Azure AD) and role-based access controls. 

• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting. 

• Knowledge of endpoint security practices, including encryption, least privilege, and secure data handling. 

• Experience with ticketing or service desk systems (e.g., Jira Service Management, Microsoft Lists) and ITIL-aligned workflows. 

• High-level knowledge and experience working with Microsoft 365, Adobe, and Zoom. 

Preferred Qualifications:  

• Certifications preferred: Apple Certified Support Professional (ACSP), Apple Device Support (ADS), Jamf 100/200/300, CompTIA A+, Network+, or ITIL Foundation. 

• Legal Industry experience a plus but not necessary: Experience supporting a law firm or legal services environment, including practice management, DMS, time/billing, or eDiscovery tools. 

• Security & Compliance Exposure: Familiarity with data security practices, retention policies, and attorney–client privilege considerations. 

• Collaboration Tools: Experience supporting Microsoft 365 (Outlook, OneDrive/SharePoint), Salesforce, Slack, Zoom/Zoom Phone, Adobe, and NetDocuments in macOS environments. 

• VoIP Systems: Experience with cloud-based telephony solutions (e.g., Zoom Phone). 

Skills and Competencies: 

• Strong written and verbal communication skills with the ability to support a wide range of stakeholders. 

• Demonstrated ability to provide responsive, high-quality support to busy professionals. 

• Ability to manage multiple priorities and maintain attention to detail in a ticket-driven environment. 

• Strong troubleshooting skills with the ability to resolve issues independently and escalate appropriately. 

• Ability to take full ownership of issues through resolution and maintain thorough documentation. 

• Flexibility to respond to shifting priorities in a fast-paced, growing organization. 

• Ability to handle sensitive and confidential information with professionalism. 

• Ability to learn new systems and tools quickly. 

• Ability to sit for extended periods while working at a computer. 

• Ability to lift and move equipment up to 10 pounds as needed. 

• Ability to work outside of standard hours when necessary. 

Mandatory Notices for Applicants: 

ADA Compliance: Candidates must be able to perform the role with or without reasonable accommodation.  Requests for accommodation should be made to the Director of People & Culture in advance. 

Compensation and Benefits: $72,000-$96,000. This range is a reasonably reliable estimate of the base salary that this individual is expected to receive. Actual pay will be adjusted based on experience, location, and other job-related factors permitted by law. 

Comprehensive benefits package includes health insurance, HSA/FSA options, short-term and long-term disability, dental and vision care, life insurance, 401(k), vacation, sick time, and access to an employee assistance program.  Additional voluntary benefits include accident insurance, life insurance, disability insurance, critical illness insurance, long-term care insurance, and pet insurance. Commuter and transit benefits may be available in some locations. 

Modern Family Law will consider all qualified applicants with arrest or conviction records. Modern Family Law is committed to diversity and inclusion in the workplace and has zero tolerance for harassment of any kind. Individuals seeking employment at MFL are considered without regard to their race, color, religion, sex, sexual orientation, gender identity, transgender experience, national origin, age, marital status, ancestry, disability, military status (including discharge status), genetic information, or any other protected class status as set forth by local, state, and federal law. 

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Work From Anywhere -- eligible after 6 months