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
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ProvideLevel1andLevel2technicalsupporttoattorneys,administrativestaff,andotherinternalusers.

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RespondtoincomingITsupportcalls,identifytechnicalconcerns,andprovidetimelyassistance.

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Record,categorize,andtracktechnicalincidentsandservicerequeststoensureproperdocumentationandfollow-through.

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Troubleshootcommonhardware,software,connectivity,anduser-accessissues.

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Guideusersthroughtechnicalsolutionsusingclear,professional,andeasy-to-understandlanguage.

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Prioritizeincomingsupportrequestsbasedonurgencyandoperationalimpact.

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Escalatecomplextechnicalproblemstotheappropriatesupportpersonnelwhennecessary.

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Followuponunresolvedissuestoensureusersreceiveupdatesandsatisfactoryresolutions.

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Maintainaccuraterecordsoftroubleshootingactivities,solutions,andoutstandingrequests.

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Collaboratewithinternalteamstominimizetechnicaldisruptionsandmaintainefficientdailyoperations.

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Takeownershipofassignedissuesandproactivelyidentifyopportunitiestoimprovethesupportexperience.

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Opportunitytostrengthentechnicaltroubleshooting,communication,andcustomersupportskills.

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Potentialforprofessionaldevelopmentthroughexposuretoavarietyoftechnicalchallenges.

Requirements

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Previous experience providing Level 1 or Level 2 IT help desk, service desk, or technical support.

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Advanced English proficiency, both written and spoken, with the ability to communicate confidently with U.S.-based professionals.

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Experience receiving technical support calls, documenting issues, and following requests through resolution.

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Strong troubleshooting and problem-solving abilities.

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Excellent interpersonal and communication skills, particularly when assisting nontechnical users.

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Ability to explain technical concepts clearly and patiently.

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Strong organizational skills and attention to detail when managing multiple support requests.

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Proactive, resourceful, and solution-oriented approach to work.

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Ability to work independently while maintaining consistent communication with colleagues and end users.

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Availability to work 6:00 AM to 3:00 PM Eastern Time.

Qualifications
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PreviousITsupportexperienceinalawfirmorlegalservicesorganizationishighlypreferred.

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Experiencesupportingprofessionalsinfinancialservices,accounting,consulting,orsimilarcorporateenvironmentsisdesirable.

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FamiliaritywithITticketingsystemsandincident-managementprocessesisanadvantage.

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WorkingknowledgeofWindowsoperatingsystems,Microsoft365,andcommonworkplaceapplicationsisbeneficial.

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Familiaritywithremotetroubleshootingtoolsanduser-accountadministrationisaplus.

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TechnicalcertificationssuchasCompTIAA+,ITILFoundation,orMicrosoftcertificationsareadvantageousbutnotmandatory.

Benefits

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100% remote positionwith the opportunity to work from Latin America.

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Full-time schedule:6:00 AM to 3:00 PM Eastern Time.

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Opportunity to gain experience supporting professionals in the U.S. legal industry.

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Exposure to a professional, service-driven environment.

Originally posted on Himalayas