IT Help Desk Specialist
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Job Description
IT Help Desk Specialist providing Tier 1-2 support for a remote workforce at TopDog Law. Managing tickets and troubleshooting hardware and software issues in a fast-paced environment.
Responsibilities:
- Provide Tier 1-2 technical support via phone, email, chat, and ticketing system for remote employees across multiple locations.
- Manage and escalate tickets appropriately, ensuring timely follow‑up and clear communication.
- Troubleshoot and resolve issues related to Windows/Mac workstations, accessories, mobile devices, and legal‑industry software.
- Support Google Workspace & Microsoft 365, document management systems, video conferencing, and authentication tools.
- Assist with new‑hire onboarding, including account setup, device configuration, and user orientation.
- Maintain accurate documentation of issues, solutions, and workflows.
- Collaborate with IT leadership on process improvements, recurring issue analysis, and system enhancements.
- Ensure adherence to security policies, confidentiality requirements, and compliance standards relevant to legal environments.
- Support call center operations (preferred): UCaaS/CCaaS troubleshooting, queue monitoring, softphone setup, and user support.
- Identifying opportunities to improve systems, processes, or outcomes—not just following existing playbooks.
Requirements:
- 3-5 years of help desk or IT support experience, ideally in a remote or multi‑location environment.
- Strong troubleshooting skills across hardware, software, networking, and remote‑access tools.
- Experience supporting Google Workspace & Microsoft 365, Windows & MacOS, and common collaboration tools.
- Excellent communication skills with a customer‑service mindset.
- Proven ability to collaborate effectively with peers, managers, and cross-functional teams, demonstrating strong teamwork.
- Proven time management and prioritization skills to handle multiple simultaneous tasks and tickets with minimal supervision.
- Must be able to work PST business hours consistently.
- Experience supporting law firms or professional‑services environments (preferred).
- Familiarity with MSP (Managed Service Provider) workflows, SLAs, and ticket volume expectations is a strong advantage (preferred).
Benefits:
- Health insurance
- Professional development opportunities
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