This is a remote position.
Our client is looking for a Full-Time IT Help Desk Associateto provide reliable technical assistance to attorneys and administrative professionals in a fast-paced, service-oriented environment. Their organization operates in the legal services industry, where responsive IT support, effective communication, and operational efficiency are essential to maintaining high-quality client service.
Theidealcandidateisaproactive,resourcefulITprofessionalwhoenjoystroubleshootingtechnicalissues,assistingusers,andensuringeverysupportrequestreceivesproperattention.Theyshouldbecomfortablecommunicatingwithattorneysandotherprofessionals,managingmultiplerequests,anddeliveringapositiveuserexperience.
Responsibilities
ProvideLevel1andLevel2technicalsupporttoattorneys,administrativestaff,andotherinternalusers.
RespondtoincomingITsupportcalls,identifytechnicalconcerns,andprovidetimelyassistance.
Record,categorize,andtracktechnicalincidentsandservicerequeststoensureproperdocumentationandfollow-through.
Troubleshootcommonhardware,software,connectivity,anduser-accessissues.
Guideusersthroughtechnicalsolutionsusingclear,professional,andeasy-to-understandlanguage.
Prioritizeincomingsupportrequestsbasedonurgencyandoperationalimpact.
Escalatecomplextechnicalproblemstotheappropriatesupportpersonnelwhennecessary.
Followuponunresolvedissuestoensureusersreceiveupdatesandsatisfactoryresolutions.
Maintainaccuraterecordsoftroubleshootingactivities,solutions,andoutstandingrequests.
Collaboratewithinternalteamstominimizetechnicaldisruptionsandmaintainefficientdailyoperations.
Takeownershipofassignedissuesandproactivelyidentifyopportunitiestoimprovethesupportexperience.
Opportunitytostrengthentechnicaltroubleshooting,communication,andcustomersupportskills.
Potentialforprofessionaldevelopmentthroughexposuretoavarietyoftechnicalchallenges.
ProvideLevel1andLevel2technicalsupporttoattorneys,administrativestaff,andotherinternalusers.
RespondtoincomingITsupportcalls,identifytechnicalconcerns,andprovidetimelyassistance.
Record,categorize,andtracktechnicalincidentsandservicerequeststoensureproperdocumentationandfollow-through.
Troubleshootcommonhardware,software,connectivity,anduser-accessissues.
Guideusersthroughtechnicalsolutionsusingclear,professional,andeasy-to-understandlanguage.
Prioritizeincomingsupportrequestsbasedonurgencyandoperationalimpact.
Escalatecomplextechnicalproblemstotheappropriatesupportpersonnelwhennecessary.
Followuponunresolvedissuestoensureusersreceiveupdatesandsatisfactoryresolutions.
Maintainaccuraterecordsoftroubleshootingactivities,solutions,andoutstandingrequests.
Collaboratewithinternalteamstominimizetechnicaldisruptionsandmaintainefficientdailyoperations.
Takeownershipofassignedissuesandproactivelyidentifyopportunitiestoimprovethesupportexperience.
Opportunitytostrengthentechnicaltroubleshooting,communication,andcustomersupportskills.
Potentialforprofessionaldevelopmentthroughexposuretoavarietyoftechnicalchallenges.
Requirements
Previous experience providing Level 1 or Level 2 IT help desk, service desk, or technical support.
Advanced English proficiency, both written and spoken, with the ability to communicate confidently with U.S.-based professionals.
Experience receiving technical support calls, documenting issues, and following requests through resolution.
Strong troubleshooting and problem-solving abilities.
Excellent interpersonal and communication skills, particularly when assisting nontechnical users.
Ability to explain technical concepts clearly and patiently.
Strong organizational skills and attention to detail when managing multiple support requests.
Proactive, resourceful, and solution-oriented approach to work.
Ability to work independently while maintaining consistent communication with colleagues and end users.
Availability to work 6:00 AM to 3:00 PM Eastern Time.
Qualifications
PreviousITsupportexperienceinalawfirmorlegalservicesorganizationishighlypreferred.
Experiencesupportingprofessionalsinfinancialservices,accounting,consulting,orsimilarcorporateenvironmentsisdesirable.
FamiliaritywithITticketingsystemsandincident-managementprocessesisanadvantage.
WorkingknowledgeofWindowsoperatingsystems,Microsoft365,andcommonworkplaceapplicationsisbeneficial.
Familiaritywithremotetroubleshootingtoolsanduser-accountadministrationisaplus.
TechnicalcertificationssuchasCompTIAA+,ITILFoundation,orMicrosoftcertificationsareadvantageousbutnotmandatory.
PreviousITsupportexperienceinalawfirmorlegalservicesorganizationishighlypreferred.
Experiencesupportingprofessionalsinfinancialservices,accounting,consulting,orsimilarcorporateenvironmentsisdesirable.
FamiliaritywithITticketingsystemsandincident-managementprocessesisanadvantage.
WorkingknowledgeofWindowsoperatingsystems,Microsoft365,andcommonworkplaceapplicationsisbeneficial.
Familiaritywithremotetroubleshootingtoolsanduser-accountadministrationisaplus.
TechnicalcertificationssuchasCompTIAA+,ITILFoundation,orMicrosoftcertificationsareadvantageousbutnotmandatory.
Benefits
100% remote positionwith the opportunity to work from Latin America.
Full-time schedule:6:00 AM to 3:00 PM Eastern Time.
Opportunity to gain experience supporting professionals in the U.S. legal industry.
Exposure to a professional, service-driven environment.
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