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.
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.
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.
Originally posted on Himalayas
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