IT Help Desk Specialist

This is a fully remote position, open to applicants in California.

📋 Description

• Deliver Tier 1-2 technical support through phone, email, chat, and ticketing systems for remote employees situated in various locations.

• Oversee and escalate tickets as necessary, ensuring prompt follow-up and effective communication.

• Diagnose and resolve issues related to Windows/Mac workstations, peripherals, mobile devices, and software specific to the legal industry.

• Provide support for Google Workspace & Microsoft 365, document management platforms, video conferencing solutions, and authentication tools.

• Assist with the onboarding process for new hires, which includes account creation, device setup, and user orientation.

• Keep precise documentation of issues, solutions, and workflows.

• Work alongside IT leadership to identify opportunities for process enhancements, analyze recurring issues, and improve systems.

• Ensure compliance with security policies, confidentiality requirements, and standards pertinent to legal settings.

• Support call center operations (preferred): troubleshoot UCaaS/CCaaS, monitor queues, assist with softphone setup, and provide user support.

• Identify opportunities for system, process, or outcome improvements rather than merely adhering to existing procedures.

⛳️ Requirements

• 3-5 years of experience in help desk or IT support, preferably in a remote or multi-location setting.

• Strong troubleshooting abilities covering hardware, software, networking, and remote-access tools.

• Experience in supporting Google Workspace & Microsoft 365, Windows & MacOS, along with popular collaboration tools.

• Exceptional communication skills accompanied by a customer-service-oriented mindset.

• Demonstrated capability to work effectively with colleagues, managers, and cross-functional teams, showcasing strong teamwork.

• Proven skills in time management and prioritization to manage multiple tasks and tickets simultaneously with minimal oversight.

• Availability to work consistently during PST business hours.

• Experience in supporting law firms or professional-services environments (preferred).

• Familiarity with MSP (Managed Service Provider) workflows, SLAs, and ticket volume expectations is a significant advantage (preferred).

🏝️ Benefits

• Health insurance

• Professional development opportunities