Guerra LLP is a San Antonio-based law firm seeking a detail-oriented, customer-focused
User Support Specialist to provide Tier 1 technical support in a 100+ user macOS and iOS
environment. We utilize JAMF Pro to manage our Apple devices, and Microsoft 365 for
oGice applications. This full-time, onsite position reports to the Director of IT and is
responsible for diagnosing and resolving hardware and software issues.
This role also supports the onboarding and training of end users, maintains IT asset
inventories, and contributes to process documentation and continuous improvement
initiatives. In addition, this position will collaborate with the Director of IT on cloud
platforms and automation tools to ensure the stability, security, and optimal performance
of IT infrastructure.
This role may require occasional travel to remote oGices or trial sites to provide in-person
technical assistance and set up required equipment, including trial presentation systems.

QUALIFICATIONS

• Associate’s or Bachelor’s degree in Computer Science in Information Systems, or a related field

(or equivalent experience).

• 3+ years of experience providing IT support in a macOS/iOS-centric business environment.

REQUIRED SKILLS

• Proficiency with Microsoft 365 (Office apps, Teams, SharePoint, OneDrive).
• Hands-on experience with JAMF Pro or similar Apple device management platforms.
• Strong troubleshooting skills and working knowledge of computer hardware & networks.
• Excellent communication skills—written, verbal, and interpersonal.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Able and willing to travel for occasional in-person support.

• Respond to helpdesk tickets, calls, and emails to resolve hardware, software, and network

issues, escalating complex issues as necessary.

• Install, configure, and support macOS workstations, iOS devices, and associated peripherals.
• Support and administer software deployments, system updates, and upgrades.
• Use and support the JAMF Pro system for Apple device management.
• Maintain IT asset inventory, including user devices, software licenses, and peripherals.
• Create and update documentation, including quick reference guides, Help Sheets, and FAQs.
• Assist with new hire IT onboarding and end-user training sessions.
• Provide on-site support for legal proceedings and firm events as needed.
• Research and recommend IT tools and improvements aligned with industry trends.
• Maintain knowledge of security best practices and assist with compliance efforts.
• Participate in routine IT maintenance and other departmental duties as assigned.