IT Help Desk Associate (Level 1/2)

This is a remote position.

Our client is looking for an IT Help Desk Associate (Level 1/2) to act as the first point of contact for the technical support needs of their attorneys and professional staff. They are a full-service legal organization that has been recognized as a top workplace in recent years while growing their multidisciplinary practices across major metropolitan markets. In this role, the associate will diagnose and resolve user issues quickly, document every ticket through to resolution, and support day-to-day IT operations and special projects.

Responsibilities

• Serve as the first point of contact for technical support requests received by phone, email and directly from users, diagnosing and resolving problems promptly.
  
• Recognize urgent technical situations and escalate or route complex issues to the appropriate support tier.
  
• Follow up with users to confirm each issue is fully resolved, and log every request and its solution in the help desk ticketing system.
  
• Troubleshoot hardware and software problems and guide staff through application features and technical questions.
  
• Support a range of IT tasks, including workstation and printer setup, conference room audiovisual configuration, mobile device support and software testing.
  
• Research technical questions using the resources available and add useful articles and resolution notes to the internal knowledge base.
  
• Follow established help desk workflows while spotting opportunities to improve processes and recommending updates.
  
• Take part in special technology projects and share knowledge with peers, both formally and informally.
  
• Work effectively on their own and as part of a team, building positive, productive relationships with attorneys and staff across the firm.
  
• Keep current with system changes, software updates and the evolving technical environment.
  

Requirements

• At least 2 years of hands-on experience in IT help desk support.
  
• Proficiency with Microsoft desktop operating systems (Windows 10 and later) and the Microsoft Office suite.
  
• Hands-on experience supporting and troubleshooting Microsoft Outlook in a Microsoft 365 Exchange environment.
  
• Practical experience with PC imaging, specifically Microsoft Intune, and with software deployment tools.
  
• Working knowledge of iOS and Android mobile devices, Mobile Device Management (MDM) platforms, HP printers, and Canon and Xerox multifunction copiers.
  
• Ability to carry out basic network administration tasks, especially Active Directory user and account management.
  
• Familiarity with VoIP office phone systems and video conferencing platforms such as Zoom, Microsoft Teams and WebEx.
  
• A foundational understanding of networking concepts, or experience with document management systems such as iManage.
  
• Hands-on experience with Kofax, Adobe Acrobat, CRM platforms and Litera software.
  
• Proven experience using help desk ticketing platforms to log, manage and resolve user requests.
  
• Strong problem-solving skills, process discipline, and advanced spoken and written English to communicate clearly with attorneys and professional staff.
  

Qualifications

• Prior IT support experience in a law firm or a professional services organization, such as financial services, is strongly preferred.
  
• A college degree in Information Systems, Technology or a related field is strongly preferred; equivalent practical experience will be considered.
  

Soft skills

• Clear, patient communication with attorneys and professional staff, explaining technical issues in plain terms.
  
• Independence and process discipline: able to work autonomously from the start with minimal training while following established help desk workflows.
  
• Calm judgment under pressure, quickly telling apart what can wait from what must be escalated right away.
  

Benefits

• Full-time position.
  
• 100% remote, contracted as a fully remote position for candidates in LATAM.
  
• Fixed shift schedule, with two shifts available: 6:00 AM to 3:00 PM EST or 1:00 PM to 9:00 PM EST.