Help Desk Technician - Level II

About Johnson Law Group

Johnson Law Group (JLG) is a fast-paced, rapidly growing plaintiffs’ law firm headquartered in Houston, Texas, with additional offices in Chicago, Cleveland, and the United Kingdom. Known for challenging the norms of traditional legal practices, JLG uses modern and innovative technology to deliver exceptional results for our clients.

We are committed to collaboration, continuous improvement, and providing opportunities for professional growth. Our team members are empowered to contribute ideas, solve problems, and make meaningful impact each day.

About the Role

Johnson Law Group is seeking an experienced Help Desk Technician – Level II to support our firm’s technology operations and end users across multiple locations. This role is responsible for providing advanced technical assistance, maintaining system reliability, and ensuring a high level of customer service for all internal technology needs.

The ideal candidate has proven experience resolving complex IT issues, supporting Microsoft 365 and Active Directory environments, and contributing to infrastructure projects.

What You’ll Do

• Provide Tier II support for escalated help desk requests from end users and Level I technicians
• Troubleshoot and resolve issues related to hardware, software, networking, and peripherals
• Administer and maintain user accounts, permissions, and security in Active Directory and Microsoft 365
• Monitor system performance, updates, and endpoint security compliance
• Support remote connectivity, including VPN and virtual desktop environments
• Set up and configure workstations, printers, and related devices
• Maintain IT asset inventory and documentation of all hardware and software
• Collaborate with IT leadership to identify and implement process improvements
• Assist with IT projects, system upgrades, and deployment initiatives
• Provide training and guidance to users to enhance system efficiency and best practices

What You’ll Bring

• Minimum of 3 years of proven experience in a Help Desk or IT Support Technician role
• Strong knowledge of Windows 10/11, Microsoft 365, and Active Directory administration
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN
• Experience with ticketing systems and remote support tools
• Excellent communication, troubleshooting, and customer service skills
• Ability to manage multiple priorities and deliver results in a fast-paced environment
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional preferred

Why Join Us

• Comprehensive benefits package including medical, dental, and vision coverage
• 401(k) retirement plan with company contribution
• Paid time off, holidays, and professional development opportunities