Information Technology Help Desk Technician

Information Technology Help Desk Technician

Trustpoint.

One

Trustpoint.

One is a leading Alternative Legal Service Provider (ALSP) delivering integrated solutions across Talent Solutions, eDiscovery, Managed Review, and Cyber Services. We partner with law firms and corporate legal departments to provide strategic, scalable solutions across the full lifecycle of legal services.

The IT Help Desk Technician is the first line of support for Trustpoint.

One employees, providing prompt, high-quality assistance across hardware, software, and network environments. As part of our busy and expanding internal team, you’ll help ensure our employees can work efficiently across the technologies that power our business. You will play a critical role in ensuring seamless day-to-day operations for both in-office and remote staff. This includes troubleshooting Microsoft 365 applications, Windows 10/11, connectivity issues, and business applications used across the company.

Success in this role requires strong problem-solving skills, excellent communication, and a customer-focused approach within a fast-paced, professional environment. If you enjoy hands-on problem solving, variety in your day-to-day tasks, and being part of a collaborative, service-driven team, this is an excellent opportunity to grow your IT career.

User Support & Troubleshooting

• Serve as the primary point of contact for IT support requests via ticketing system, phone, email, or in person.
• Provide responsive, customer-focused support to onsite users and remote employees working from home.
• Troubleshoot and resolve issues related to Microsoft 365 (Outlook, Teams, SharePoint, One Drive), Windows 10/11, and essential business applications.
• Address hardware and software issues for desktops, laptops, monitors, docking stations, printers, and mobile devices.
• Assist users with account access issues including password resets, MFA troubleshooting, and general permissions questions.
• Support connectivity issues including Wi‑Fi, VPN access, and basic network diagnostics.
• Assist with PST file support, One Drive/SharePoint sync issues, and general document management tasks.
• Provide support for IP-based phone systems (Microsoft Teams Phone) and audio/video equipment.

Systems & Tools

• Use remote assistance tools to diagnose and resolve issues for offsite users.
• Work with tools including Okta, Sophos, Azure Active Directory, and Microsoft 365 Admin Center for user and device support tasks (within appropriate access levels).
• Follow established SOPs and contribute to improving support workflows and documentation.
• Use Power Shell or command-line tools, as skill level allows, for troubleshooting or automation (training provided).

Operations & Documentation

• Accurately document and track all support tickets, prioritizing effectively and ensuring timely resolution.
• Maintain hardware inventory, software license data, and asset management records.
• Create and update IT documentation, internal guides, and knowledge‑base materials.
• Support IT-driven initiatives, including hardware refreshes, software rollouts, and system upgrades.

Team & Organizational Support

• Collaborate with senior IT team members when escalating complex issues or security-related concerns.
• Educate users on IT policies, cybersecurity best practices, and secure technology usage.
• Participate in occasional after-hours or on‑call support rotations as needed.

Required

• Associate degree in Information Technology, Computer Science, or related field — or equivalent hands‑on experience.
• 1–2 years of experience in an IT support, help desk, or desktop support role.
• Strong understanding of Microsoft 365 applications and Windows 10/11 environments.
• Excellent troubleshooting skills and a customer‑service mindset.
• Ability to manage multiple tasks in a fast‑paced, professional setting.
• Strong written and verbal communication skills.

Preferred

• Experience with:
• Okta (Identity & Access Management)
• Sophos (Endpoint Security)
• Microsoft 365 Admin Center
• Active Directory
• Familiarity with ticketing and remote support tools such as Zendesk, Connect Wise, or Jira.
• Understanding of cybersecurity fundamentals and…