Provides Level 1 and Level 2 technical support to attorneys, administrative staff, and internal users. Responsibilities include troubleshooting hardware, software, connectivity, and access issues; managing tickets and support calls; documenting incidents; prioritizing requests; escalating complex problems; following up on resolutions; and collaborating with internal teams. The role requires strong communication, organization, problem-solving, and user-support skills in a fully remote environment.
This is a remote position.
Our client is looking for an IT helpdesk (level 1 or 2) specialist to serve as the primary point of contact for incoming technical support requests from their attorneys and staff. Operating within the legal and compliance industry, they have recently been recognized as a top workplace while expanding their multidisciplinary legal practices across major metropolitan markets. In this role, the specialist will swiftly diagnose and resolve user issues, track and document tickets through to completion, and support various IT operations and special projects.
- Address incoming technical support requests via telephone, email, and direct user channels, acting as the initial point of contact to swiftly diagnose and resolve problems.
- Identify urgent technical situations and escalate or route complex issues to the appropriate support tier when necessary.
- Follow up with end users to verify that their issues have been completely resolved and ensure all requests and solutions are thoroughly logged in the help desk ticketing system.
- Troubleshoot and resolve hardware and software malfunctions while guiding personnel through application features and technical questions.
- Assist with diverse IT tasks, including workstation and printer configurations, conference room audiovisual setups, mobile device support, and software testing.
- Research technical inquiries using available information resources and contribute helpful articles and resolution documentation to the internal knowledge base.
- Adhere to established help desk workflows while proactively identifying opportunities to improve processes and recommending updates for continuous improvement.
- Participate in special technology projects and engage in both formal and informal knowledge sharing with peers.
- Operate effectively both independently and within a collaborative team setting, building positive, productive relationships with attorneys and staff across the firm.
- Stay up to date on system modifications, software updates, and evolving technical environments.
Requirements
- At least 2 years of hands-on experience in IT help desk support.
- Proficiency with Microsoft desktop operating systems (Windows 10 and newer) and the Microsoft Office suite.
- Hands-on experience managing and troubleshooting the Microsoft Outlook email client within a Microsoft 365 Exchange environment.
- Practical experience with PC imaging solutions, specifically Microsoft Intune, alongside software deployment tools.
- Working knowledge of mobile devices (iOS and Android), Mobile Device Management (MDM) platforms, HP printers, and Canon and Xerox multifunction copiers.
- Ability to execute foundational network administration tasks, particularly Active Directory user and account management.
- Familiarity with VoIP office telephone systems and video conferencing platforms including Zoom, Microsoft Teams, and WebEx.
- Foundational understanding of networking principles or experience working with document management systems such as iManage.
- Hands-on experience operating Kofax, Adobe Acrobat, CRM platforms, and Litera software.
- Demonstrated experience utilizing help desk ticketing platforms to log, manage, and resolve user requests.
- Strong problem-solving abilities, process discipline, and advanced spoken and written English communication skills to interact clearly with attorneys and professional staff.
- Prior IT support experience within a law firm or professional services organization such as financial services is strongly preferred.
- A college degree in Information Systems, Technology, or a related field is strongly preferred, though equivalent practical experience will be considered.
Hands-on experience with Microsoft Intune for PC imaging and software deployment.
Familiarity with HP printers and Canon or Xerox copiers.
Experience with legal document management systems such as iManage.
Knowledge of legal software applications such as Kofax, Adobe Acrobat, and Litera
Benefits
Benefits
Benefits
- Full-time position.
- 100% remote work Setup (Note: While the client's internal specification mentions on-site New York attendance, this role is contracted as a 100% remote position for candidates in LATAM).
- Fixed shift schedule with two openings available: First shift from 6:00 AM to 3:00 PM EST, or Second shift from 1:00 PM to 9:00 PM EST.
- Opportunity for long-term stability and potential future transition to direct hire within an established legal organization.
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