IT Help Desk Associate (Level 1/2)

This is a remote position. Our client is looking for a Full-Time IT Help Desk Associate to 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