About the role
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