Junior IT Helpdesk Specialist

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

📋 Description

• Deliver Tier 1 technical assistance via phone, email, chat, and a ticketing system for remote employees across various locations.

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

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

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

• Facilitate new-hire onboarding, which includes account setup, device configuration, and user orientation.

• Update and maintain IT documentation, FAQs, and knowledge base articles.

• Work collaboratively with IT leadership to enhance processes, analyze recurring issues, and improve systems.

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

• Act as a primary, high-touch support resource for attorneys, paralegals, and administrative personnel.

⛳️ Requirements

• Must be located in or willing to work during Eastern Time Zone hours.

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

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

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

• Familiarity with supporting Google Workspace and Microsoft 365, as well as Windows and MacOS, along with common collaboration tools.

• Exceptional communication skills paired with a customer-service-oriented mindset.

• Capability to collaborate effectively with colleagues, managers, and cross-functional teams.

• Strong time management and prioritization skills to manage multiple tasks and tickets concurrently with minimal oversight.

• Proficient in reading and writing in English.

• Must be able to consistently work during EST business hours.

• Experience with ticketing systems such as Zendesk, Jira, or ServiceNow is preferred.

• Basic scripting or command-line experience is preferred.

• Exposure to cloud platforms is preferred.

• Familiarity with AI-assisted tools like Claude, ChatGPT, or Copilot is preferred.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k) with company match

• HSA

• Life insurance

• Disability coverage

• Paid time off

• Parental leave

• Fully remote work