IT Help Desk Specialist

About the Opportunity

This role is an opportunity to join a rapidly growing national firm at a formative stage, make a visible, measurable impact on a rapidly growing business, grow your skills, responsibility, and influence as the firm scales, and work alongside high-caliber, mission-driven teammates who care deeply about doing great work. The organization is looking for people who don’t just want a job, they want purpose and impact.

• Provide Tier 1-2 technical support via phone, email, chat, and ticketing system for remote employees across multiple locations.
• Manage and elevate tickets appropriately, ensuring timely follow‑up and clear communication.
• Troubleshoot and resolve issues related to Windows/Mac workstations, accessories, mobile devices, and legal‑industry software.
• Support Google Workspace & Microsoft 365, document management systems, video conferencing, and authentication tools.
• Assist with new‑hire onboarding, including account setup, device configuration, and user orientation.
• Maintain accurate documentation of issues, solutions, and workflows.
• Collaborate with IT leadership on process improvements, recurring issue analysis, and system enhancements.
• Ensure adherence to security policies, confidentiality requirements, and compliance standards relevant to legal environments.
• Support call center operations (preferred): UCaaS/CCaaS troubleshooting, queue monitoring, softphone setup, and user support.
• Identifying opportunities to improve systems, processes, or outcomes—not just following existing playbooks.

The organization is building more than a team, it’s building a movement. Growth has been achieved by staying hungry, thinking critically, and taking extreme ownership. The organization is seeking an experienced and highly motivated IT Helpdesk Specialist to provide responsive, high‑quality technical support to a remote workforce. This role is ideal for someone who thrives in a fast‑paced environment, has strong troubleshooting skills across hardware, software, and connectivity issues, and preferably brings experience from MSP’s (Managed Service Providers).

The specialist will serve as a frontline resource for attorneys, paralegals, and administrative staff, ensuring minimal downtime and exceptional user experience.

• Directly impacts team efficiency.
• Supports speed, quality, and consistency as the organization scales.
• Helps protect and elevate the organization’s brand and client experience.
• Strengthens the foundation needed to grow responsibly and sustainably.

Within the first 6–12 months, success in this role looks like:

• Consistently delivering on commitments with minimal oversight.
• Proactively identifying issues and proposing solutions.
• Work that raises the bar for quality, clarity, and follow-through.
• Being viewed as a reliable, trusted partner by teammates and leaders.
• Contributing positively to team energy, morale, and momentum.

• 3-5 years of help desk or IT support experience, ideally in a remote or multi‑location environment
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• Strong troubleshooting skills across hardware, software, networking, and remote‑access tools
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• Experience supporting Google Workspace & Microsoft 365
  , Windows & MacOS, and common collaboration tools.
• Excellent communication skills with a customer‑service mindset
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• Proven ability to collaborate effectively with peers, managers, and cross‑functional teams, demonstrating strong teamwork
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• Proven time management and prioritization skills to handle multiple simultaneous tasks and tickets with minimal supervision.
• Must be able to work PST business hours consistently.

• Experience supporting law firms or professional‑services environments.
• Familiarity with MSP (Managed Service Provider) workflows, SLAs, and ticket volume expectations is a strong advantage.
• Exposure administering EDR, IAM and/or MFA tools is a plus.
• Strong communication skills—written and verbal.
• Ability to think critically, prioritize effectively, and execute with speed.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.