IT Help Desk Techncian (Sat-Mon 11pm-1pm Overnight Shift)

The Help Desk Technician is a key member of the Firm’s IT Department, delivering a high-quality technology experience for attorneys, staff, and business services teams. This role provides end-user technical support across a range of systems and devices, ensuring timely resolution of issues while maintaining a strong customer service focus. This position requires a balance of technical troubleshooting ability, attention to detail, and effective communication skills to support a fast-paced professional services environment., * Provide first-line technical support for hardware, software, mobile devices, remote access, and firm applications via phone, email, and ticketing systems.

• Accurately document, track, and manage incidents and service requests through the Firm’s help desk system.
• Troubleshoot and resolve technical issues ranging from basic to moderately complex, escalating when appropriate.
• Monitor tickets to ensure timely resolution and follow-up with users to confirm issue closure and satisfaction.
• Collaborate with cross-functional IT teams to resolve incidents and support service delivery.
• Maintain working knowledge of Firm-supported applications, including Microsoft 365 and document management systems.
• Contribute to knowledge management by creating and updating knowledge base articles and documentation.
• Identify recurring issues and trends and assist in improving processes and service quality. Deliver exceptional customer service to both technical and non-technical users.
• Uphold high standards of confidentiality, discretion, and integrity, particularly with respect to all sensitive and/or confidential firm and client information to which this position will have access.

Education & Credentials

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Relevant technical certifications are a plus. Experience
• 3+ years of Help Desk or IT support experience
• Experience in a law firm or professional services environment strongly preferred.
• Experience supporting enterprise environments including Windows 11, Microsoft 365, and mobile devices.
• Experience working in a remote or hybrid support model preferred.

Skills & Expectations

• Strong troubleshooting and analytical skills.
• Excellent communication and customer service skills with strong phone etiquette.
• Ability to explain technical concepts to non-technical users.
• High attention to detail and strong organizational skills.
• Ability to manage multiple priorities and work under pressure.
• Ability to work independently and collaboratively within a team.
• Commitment to continuous learning and professional development.
• Ability to maintain confidentiality of firm and client information.

Work Conditions

• Fully Remote.
• Standard business hours with flexibility for after-hours and on-call support.
• Ability to provide overtime and holiday support as needed and requested.

Position requires access to equipment, software, or technology that is subject to U.S. export controls. To be granted access pursuant to US Export Control laws, candidate must be either (a) a United States citizen or national; (b) a person lawfully admitted for permanent residence of the United States (i.e., “Green Card” holder); or (c) an INS-approved refugee or asylum holder who has applied for naturalization within six months of the date the individual first became eligible; and if not yet naturalized, is still actively pursuing naturalization if 2 years have passed since the date of application to be granted access pursuant to US Export Control laws. Candidates will be required to submit appropriate documentation to determine whether access can be granted before proceeding further through the application process.

Salary range is $57,000 - $91,000 dependent on candidate experience and location.

Candidates hired for staff positions with a minimum work schedule of 30 hours per week are eligible for a comprehensive benefits package, including healthcare insurance. Learn more about benefits at Covington.