IT Support Officer
Technology Team | Law Partners | Sydney CBD
About Us
Law Partners is an award-winning, fast-growing personal injury law firm based in the Sydney CBD. We are known for our exceptional client service, collaborative culture, and commitment to developing our people. Our Technology team plays a critical role in enabling 300+ staff across Sydney and remote locations to deliver outstanding outcomes for our clients every day.
We are now looking for a hands-on IT Support Officer to join our team and become the go-to person for day-to-day IT support across the firm.
About the Role
As IT Support Officer, you will be the first point of contact for IT issues across the business. You will provide both first and second-level support, ensuring staff have reliable, responsive and practical technology assistance when they need it.
You’ll work closely with the IT Operations Manager and our managed service provider, taking ownership of issues from start to finish and ensuring a smooth, stable technology experience for all users.
This is a role for someone who enjoys problem-solving, thrives in a fast-paced professional environment, and genuinely cares about helping people.
Key Responsibilities
IT Support & Service Delivery
- Provide first and second-level IT support across the firm (in person, phone, and service desk)
- Troubleshoot and resolve issues across Microsoft 365, applications, devices, and systems
- Install, configure and maintain laptops, monitors, printers, and mobile devices
- Manage user onboarding/offboarding (Active Directory, M365, firm systems)
- Support legal practice management and document management systems
- Monitor system health and proactively resolve issues
- Coordinate escalations with managed service providers
- Manage IT assets and maintain accurate inventory
- Ensure service desk tickets are resolved within agreed timeframes
Problem Solving & Technical Coordination
- Investigate and resolve complex or unclear technical issues
- Research and evaluate technical solutions where required
- Support technology projects with hands-on delivery
- Identify recurring issues and contribute practical improvements
Stakeholder Engagement
- Work closely with legal and support staff to understand their needs
- Translate technical issues into clear, simple language
- Provide regular updates and manage expectations effectively
- Support users through change with patience and clear communication
Documentation & Knowledge Sharing
- Maintain accurate technical documentation
- Create simple how-to guides and troubleshooting resources
- Contribute to internal knowledge base improvements
About You
Essential Experience
- 3–5 years’ experience in IT support
- Strong hands-on troubleshooting skills (hardware, software, systems)
- Solid experience with Microsoft 365 (Exchange, SharePoint, Teams, Active Directory)
- Comfortable working through ambiguous technical problems independently
- Strong communication skills, both written and verbal
- Customer-focused mindset with a genuine service orientation
Desirable Experience
- Experience in legal or professional services environments
- Familiarity with legal practice management systems
- Exposure to ITSM/service desk tools
- Experience supporting video conferencing technologies
- Vendor or MSP coordination experience
- IT certifications (e.g. TAFE, ITIL Foundation or equivalent)
Personal Attributes
- Takes ownership and sees issues through to resolution
- Calm, methodical, and solutions-focused under pressure
- Enjoys helping people and takes pride in service quality
- Communicates proactively and keeps stakeholders informed
- Works well independently and collaboratively
- Practical and adaptable, focused on outcomes
- Reliable and consistent — someone others can depend on
Why Join Us?
At Law Partners, you’ll be part of a supportive and high-performing team where technology is valued as a critical enabler of our success. You’ll have exposure to a fast-paced legal environment, meaningful responsibility, and the opportunity to make a real impact on how our people work every day.
