Help Desk Specialist (Law Firm exp. required)

• Receive incident notifications via phone, email, or web and log all incidents in the service desk platform
• Classify incidents by identifying affected users, systems, hardware, and services
• Prioritize incidents to ensure timely and effective escalation
• Escalate and follow through on incidents until resolution
• Maintain consistent communication with all involved parties

Reporting & Projects

• Prepare brief weekly performance reports
• Participate in special projects as assigned

Technical Support & Setup

• Provide timely and effective technical support in accordance with established Service Level Agreements (SLAs), ensuring prompt response to all requests
• Set up video conferences and video presentations
• Track and maintain IT asset inventory

Availability & Travel

• Maintain consistent attendance and punctuality
• Be available for weekend or late-night on-call support if required
• Travel may be required to other firm offices

• Professional certification, a plus (e.g. Comp TIA or Microsoft Certified Professional).
• Strong knowledge of Microsoft Windows operating system, Office 365 Suite, basics of Entra ID, telework/teleconference applications and services. Any knowledge in legal industry-specific software is a plus.
• Good knowledge of computer architecture; ability to troubleshoot common peripheral devices; basic knowledge of networking.
• Prior experience in a law firm Help Desk or general IT customer service setting a plus.
• Ability to learn effectively and retain information.
• Ability to work independently and utilize one's own resources for problem solving.
• Communicate clearly and concisely, both orally and in writing.
• Strong organizational skills, meeting timelines with effective record keeping.