Junior IT Helpdesk Specialist

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

📋 Description

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

• Effectively manage and escalate tickets as necessary, ensuring prompt follow-up and clear communication.

• Diagnose and resolve issues pertaining to Windows/Mac workstations, accessories, mobile devices, legal-industry software, and network complications.

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

• Assist in onboarding new hires, which includes account setup, device configuration, and user orientation.

• Keep IT documentation, FAQs, and knowledge base articles current and updated.

• Work collaboratively with IT leadership on process enhancements, analysis of recurring issues, and system improvements.

• Ensure compliance with security policies, confidentiality standards, and compliance regulations pertinent to legal environments.

• Act as a primary resource offering exceptional service to attorneys, paralegals, and administrative personnel.

⛳️ Requirements

• 0-1 year of experience in Helpdesk or IT support, preferably in a remote or multi-location setting.

• Strong troubleshooting capabilities across hardware, software, networking, and remote-access utilities.

• Good problem-solving instincts combined with a willingness to research solutions.

• Experience with Google Workspace & Microsoft 365, Windows & MacOS, and common collaboration tools.

• Excellent communication skills characterized by a customer-service orientation.

• Demonstrated ability to collaborate effectively with colleagues, supervisors, and cross-functional teams, showcasing strong teamwork.

• Proven skills in time management and prioritization to manage multiple concurrent tasks and tickets with limited supervision.

• Proficient in reading and writing in English.

• Must consistently work during EST business hours.

• Familiarity with ticketing systems like Zendesk, Jira, or ServiceNow is preferred.

• Basic scripting or command-line experience is preferred.

• Exposure to cloud platforms such as Microsoft 365 admin and Google Workspace is preferred.

• Familiarity with AI/Claude is preferred.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with company matching.

• Health Savings Account (HSA).

• Life insurance coverage.

• Disability insurance.

• Paid time off.

• Parental leave.

• Fully remote work opportunity.