Jr. IT Helpdesk Specialist (Pacific Standard Time)
About the role
Accountabilities
Provide Tier 1 technical support to remote employees through phone, email, chat, and ticketing systems.
Receive, document, prioritize, troubleshoot, and resolve technical support requests while escalating issues appropriately when required.
Diagnose and resolve hardware, software, connectivity, remote-access, and peripheral issues across Windows and macOS environments.
Support Google Workspace, Microsoft 365, document management systems, video conferencing platforms, authentication tools, and other business applications.
Assist with new-hire onboarding by setting up accounts, configuring devices, preparing access, and providing basic user orientation.
Maintain accurate IT documentation, FAQs, troubleshooting guides, and knowledge-base articles.
Monitor recurring issues and collaborate with IT leadership to identify process improvements and opportunities for system enhancements.
Communicate clearly with users throughout the support process, providing timely updates and ensuring appropriate follow-up.
Maintain strong attention to security, confidentiality, and compliance requirements relevant to a legal-services environment.
Work collaboratively with peers, managers, and cross-functional teams to deliver reliable technical support.
Take ownership of assigned tickets and responsibilities, following issues through to resolution or appropriate escalation.
0–1 year of Helpdesk, IT support, or related technical support experience, ideally within a remote or multi-location environment.
Strong troubleshooting abilities across hardware, software, networking, connectivity, and remote-access technologies.
Familiarity with Google Workspace, Microsoft 365, Windows, macOS, and common collaboration tools.
Strong problem-solving instincts, resourcefulness, and willingness to research and learn new technical solutions.
Excellent written and verbal communication skills combined with a customer-service-oriented mindset.
Demonstrated ability to collaborate effectively with colleagues, managers, and cross-functional teams.
Strong time-management and prioritization skills, with the ability to manage multiple tickets and competing requests with limited supervision.
Proficiency in reading and writing English.
Ability to consistently work business hours aligned with the Pacific Time Zone.
Familiarity with ticketing platforms such as Zendesk, Jira, or ServiceNow is preferred.
Basic scripting or command-line experience is a plus.
Exposure to cloud administration, including Microsoft 365 administration or Google Workspace administration, is beneficial.
Familiarity with AI tools such as Claude is a plus.
A mindset centered on ownership, adaptability, teamwork, professionalism, urgency, and continuous learning.
Base salary: $48,600–$59,000, depending on experience, market, and location.
Fully remote work environment.
Medical, dental, and vision insurance.
401(k) with company match.
Health Savings Account (HSA).
Life insurance.
Disability coverage.
Paid time off.
Parental leave.
Opportunity to develop technical support expertise within a rapidly growing, technology-enabled organization.
Exposure to a broad range of IT systems, business applications, cloud platforms, and remote-work technologies.
Requirements
Benefits