Help Desk Specialist

Help Desk Specialist, IT

Full-Time, Remote / Hourly, Non-Exempt

Steno is growing! We're looking for a Helpdesk Specialist to join our winning team, which is revolutionizing the litigation support industry every single day. We're a diverse team from all over the country (and beyond), and we're crazy about redefining the boundaries of an outdated industry.

Who are you?

In this role, you'll be the frontline of IT at Steno — the first voice a teammate hears when something's not working, and the reason they're back up and running fast. You're a methodical troubleshooter who handles unfamiliar issues calmly, communicates clearly with non-technical folks, and knows exactly when to solve it yourself versus hand it off. You're security-minded, detail-oriented, and energized by variety — one ticket might be a Zoom Phone setup, the next a new-hire laptop deployment, the next a phishing report. This role reports to the IT Service Desk Manager.

If you're looking for a company that offers support, guidance, an abundance of killer giphys, and unlimited potential to grow into your best self, you can bet we'd love to have you too. In this role, you will cover Monday through Friday, 8:30 am to 5 pm PT, with occasional overtime and rotational holiday coverage.

On a regular basis you will:

- Serve as the primary Tier 1 point of contact for end-user IT support, managing ticket intake, triage, and resolution through the Foqal ticketing system

- Troubleshoot methodically — reproducing issues, consulting Guru documentation and prior tickets, and applying structured first-line diagnostics before escalating

- Resolve software support requests including application troubleshooting, access issues, and basic configuration, plus provide Zoom Phone setup, configuration, and support

- Escalate unresolved issues to Tier 2 IT Analysts with thorough documentation and context, following established escalation workflows

- Manage end-to-end computer and accessory deployment for new hires and existing staff, coordinating with vendors and tracking fulfillment status

- Stage and deploy standard new-hire software licenses per the New Hire Deployment Worksheet and Technical Deployment Matrix, escalating non-standard provisioning to Tier 2

- Maintain and distribute role-specific onboarding training materials, videos, and guides tailored to new hire job titles and required applications

- Coordinate hardware repair, e-cycling, and responsible disposal of end-of-life equipment, and process purchase requests and inventory tracking via the ticketing system

- Create, update, and maintain IT knowledge base content, SOPs, and support workflows to reduce repeat tickets

- Participate in team meetings and retrospectives, and provide peer coverage across the Helpdesk Specialist team to maintain operational resilience

- Maintain a valid driver’s license and reliable transportation to transport company hardware to shipping, retail, and repair facilities, as needed.

You're gonna crush it if:

- You have roughly 1+ years of help desk, IT support, or comparable customer-facing technical experience (or an equivalent mix of coursework, certification, and hands-on practice) — this is an entry-level role, so advanced systems administration, security investigation, or scripting experience is not required

- You're proficient in troubleshooting macOS and Windows environments and comfortable with SaaS provisioning, remote support tools, screen-sharing platforms, and MDM basics

- You have familiarity with Google Workspace, Microsoft 365, and Zoom (including Zoom Phone) administration and troubleshooting

- You have strong written communication skills suited to an async-first, fully remote environment, and can explain technical concepts to non-technical staff in plain, reassuring language

- You have sound judgment about what to resolve at the first line versus when to escalate, and you write clear, structured handoffs when you do

- You're security-minded, with wor