IT Helpdesk Specialist

This is a fully remote position, open to applicants in Philippines, +2 more states.

📋 Description

• Deliver prompt first-level technical support to attorneys, paralegals, legal assistants, and administrative staff.

• Diagnose and resolve hardware, software, network, printing, email, and connectivity challenges.

• Set up, configure, maintain, and troubleshoot computers, laptops, monitors, printers, mobile devices, and other technology.

• Provide support for Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and other business applications.

• Assist with legal-specific software, document management systems, case management applications, and electronic filing tools.

• Manage user accounts, passwords, permissions, and access to firm systems.

• Aid in employee onboarding and offboarding, including workstation preparation, account setup, access modifications, and equipment collection.

• Address help desk tickets and document troubleshooting steps and resolutions.

• Prioritize urgent technology issues impacting attorneys, court deadlines, client matters, or firm operations.

• Escalate complex technical, network, cybersecurity, or infrastructure issues to senior IT personnel or external vendors.

• Maintain accurate records of IT equipment and software inventory.

• Assist with software updates, system maintenance, backups, and cybersecurity protocols.

• Help monitor and uphold secure access to firm systems and confidential client information.

• Assist employees with remote access, VPN, MFA, and other secure work-from-home technologies.

• Provide basic training and guidance to employees on technology, cybersecurity, and firm systems.

• Uphold strict confidentiality concerning client information, attorney work product, firm records, and other sensitive data.

• Engage in technology projects, upgrades, and implementations as required.

• Execute other IT support tasks as assigned.

⛳️ Requirements

• A minimum of 2 years of experience in an IT help desk, desktop support, or technical support role is preferred.

• Experience in supporting professional services, legal, financial, healthcare, or other security-sensitive organizations is advantageous.

• Strong troubleshooting and problem-solving skills.

• Proficient knowledge of Windows, Microsoft 365, networking fundamentals, and common business applications.

• Familiarity with Active Directory/Entra ID, Microsoft 365 administration, Clio, VPN, MFA, and remote support tools.

• Experience with document management or legal practice management software is preferred.

• Excellent written and verbal communication abilities.

• Strong organizational skills and meticulous attention to detail.

• Ability to maintain composure and professionalism while assisting users under tight deadlines.

• Capability to clearly explain technical concepts to non-technical users.

• Strong commitment to confidentiality and information security.

• Highly desirable experience with Microsoft 365 Administration, Active Directory/Microsoft Entra ID, Windows 10/11, Clio, VPN and remote access, MFA, network troubleshooting, document management systems, legal practice management software, electronic filing systems, Adobe Acrobat and PDF workflows, printer/scanner configuration, IT ticketing systems, endpoint security, and cybersecurity tools.

• CompTIA A+, Network+, or Microsoft certifications are highly desirable.

• Full-time position.

• 100% Remote.

🏝️ Benefits

• Competitive salary.

• Flexible work hours.

• Comprehensive health benefits.

• Professional development opportunities.

• Supportive work culture.