Technology Support Specialist, Norm AI

• 3 to 5+ years of end-user or desk-side technology support, including at least 2 years in a law firm or legal/professional services environment (service desk, site support, or applications support)
• A proven record of white-glove service with partners and senior principals. You stay calm under pressure, handle privileged and confidential information with discretion, and set expectations clearly and gracefully
• Hands-on experience with iManage Work (cloud preferred) and its Outlook and Word integrations; working knowledge of Litera Compare or a comparable document comparison tool
• Strong troubleshooting skills across macOS and Windows 10/11, Microsoft 365, and Google Workspace
• Experience with device management (Intune and a macOS MDM), SSO and MFA, and basic identity and access administration
• Experience designing and delivering end-user training, both in groups and 1:1, and writing clear, concise documentation
• Comfortable working in a ticketing system against SLAs; experience with Linear, Jira, ServiceNow, or equivalent tools
• Genuine curiosity about AI tools and comfort using them in your own work. You can learn new, internally built applications quickly and teach them to others
• Security-minded: you understand confidentiality obligations and follow access and data-handling procedures without shortcuts
• Excellent written and verbal communicator who can explain technology to non-technical audiences without condescension

Desirable

• The Technology Support Specialist at Norm Ai is a technical, internal-facing role within Norm Ai’s Core Technology Team
• You will be a trusted, hands-on technology partner for Norm Ai employees, including affiliated companies such as the attorneys and staff of Norm Law, an affiliated AI-native law firm
• This role will combine in-person technical support, onboarding, training, and customer service
• It’s a key part of ensuring that our employees are operationally positioned to best deliver operational value to the company
• This is a white-glove role
• You will work directly with partners and senior principals, often under deal pressure, and you will be the person they call by name
• You report to the Chief Security Officer and work closely with the Core Technology team and other internal/external stakeholders
• Support is your primary function, but the role sits at the intersection of service, training, and technology adoption, at a firm where the technology is the product
• Deliver desk-side and remote support to Norm employees, across macOS and Windows environments, Google Workspace, Microsoft 365 (Outlook, Word, Excel, Teams), Slack, iManage, conferencing, mobile devices, peripherals, and more
• Own the attorney technology onboarding program: device setup, coordinating account provisioning, and running new-hire sessions on iManage, Litera, Workbench, and other systems
• Run recurring office hours, floor walks, and enablement sessions in partnership with the Core Tech Team. You may also build quick-reference guides, FAQs, and short video walkthroughs so team members can help themselves
• Work tickets through our IT help queue, meet response and resolution SLAs, and document fixes so the next person can self-serve
• Process onboarding, offboarding, and access requests according to security procedures (approvals, least privilege, MFA), and escalate potential security issues promptly
• Manage hardware inventory and provisioning, and keep conference rooms, AV and other services in Norm offices ready for use
• Translate technical issues into plain language for users, and turn feedback into clear, actionable requests for other corporate partners and team members
• Track and report support metrics (ticket volume, time to resolution, satisfaction, platform adoption) and propose improvements to the support model
• Help extend support coverage as Norm grows, including colleagues in other offices and time zones
• What Success Looks Like:
• 30 Days:
• Get fully onboarded to Norm's stack, including iManage, Workbench, our MDM tools, and the IT help queue in Linear
• Meet the partners and practice group leads you support, and learn how each group works and where the technology friction is
• Handle tickets independently and co-deliver at least one new-hire onboarding session
• 60 Days:
• Own technology onboarding end to end for at least one new-hire cohort
• Run a regular office hours cadence and publish or refresh the top attorney FAQs, starting with iManage and Workbench
• Consistently meet support SLAs, with partners in your practice groups knowing you by name and coming to you first
• On-call availability will be expected on a rotating basis