[Hiring] IT Help Desk Specialist @TopDog Law

Role Description

In this role, you will be responsible for:

• Provide Tier 1-2 technical support via phone, email, chat, and ticketing system for remote employees across multiple locations.
• Manage and escalate tickets appropriately, ensuring timely follow‑up and clear communication.
• Troubleshoot and resolve issues related to Windows/Mac workstations, accessories, mobile devices, and legal‑industry software.
• Support Google Workspace & Microsoft 365, document management systems, video conferencing, and authentication tools.
• Assist with new‑hire onboarding, including account setup, device configuration, and user orientation.
• Maintain accurate documentation of issues, solutions, and workflows.
• Collaborate with IT leadership on process improvements, recurring issue analysis, and system enhancements.
• Ensure adherence to security policies, confidentiality requirements, and compliance standards relevant to legal environments.
• Support call center operations (preferred): UCaaS/CCaaS troubleshooting, queue monitoring, softphone setup, and user support.
• Identify opportunities to improve systems, processes, or outcomes—not just following existing playbooks.

At TopDog Law, everyone is expected to think critically, communicate clearly, and take ownership of their work.

Qualifications

• 3-5 years of help desk or IT support experience, ideally in a remote or multi‑location environment.
• Strong troubleshooting skills across hardware, software, networking, and remote‑access tools.
• Experience supporting Google Workspace & Microsoft 365, Windows & MacOS, and common collaboration tools.
• Excellent communication skills with a customer‑service mindset.
• Proven ability to collaborate effectively with peers, managers, and cross-functional teams, demonstrating strong teamwork.
• Proven time management and prioritization skills to handle multiple simultaneous tasks and tickets with minimal supervision.
• Must be able to work PST business hours consistently.

Requirements

• Experience supporting law firms or professional‑services environments (preferred).
• Familiarity with MSP (Managed Service Provider) workflows, SLAs, and ticket volume expectations is a strong advantage.
• Exposure administering EDR, IAM and/or MFA tools is a plus.
• Strong communication skills—written and verbal.
• Ability to think critically, prioritize effectively, and execute with speed.

Benefits

• Real growth: As the firm grows, so do opportunities for advancement and leadership.
• High standards, real support: Clear expectations, coaching, and accountability.
• Culture that matters: Trust, respect, speed, and integrity, without sacrificing humanity.
• Meaningful work: Helping people through some of the hardest moments of their lives.