[Hiring] IT Helpdesk Specialist @Remote Raven

Role Description

We are seeking a dependable and service-oriented IT Help Desk Specialist to support the technology needs of a growing law firm in Arizona. The Help Desk Specialist will serve as the first point of contact for attorneys, paralegals, legal assistants, and administrative staff experiencing technology issues.

The ideal candidate understands the importance of confidentiality, data security, responsiveness, and attention to detail in a legal environment. This position requires someone who can troubleshoot technical problems efficiently while providing professional and patient support to users with varying levels of technical expertise.

Key Responsibilities

• Provide timely first-level technical support to attorneys, paralegals, legal assistants, and administrative personnel.
• Troubleshoot hardware, software, network, printing, email, and connectivity issues.
• Set up, configure, maintain, and troubleshoot computers, laptops, monitors, printers, mobile devices, and other technology.
• Support Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and other business applications.
• Assist with legal-specific software, document-management systems, case-management applications, and electronic filing tools.
• Manage user accounts, passwords, permissions, and access to firm systems.
• Assist with employee onboarding and offboarding, including workstation preparation, account setup, access changes, and equipment collection.
• Respond to help desk tickets and document troubleshooting steps and resolutions.
• Prioritize urgent technology issues affecting attorneys, court deadlines, client matters, or firm operations.
• Escalate complex technical, network, cybersecurity, or infrastructure issues to senior IT personnel or outside vendors.
• Maintain accurate IT equipment and software inventory records.
• Assist with software updates, system maintenance, backups, and cybersecurity procedures.
• Help monitor and maintain secure access to firm systems and confidential client information.
• Assist employees with remote access, VPN, MFA, and other secure-work-from-home technologies.
• Provide basic training and guidance to employees regarding technology, cybersecurity, and firm systems.
• Maintain strict confidentiality concerning client information, attorney work product, firm records, and other sensitive data.
• Participate in technology projects, upgrades, and implementations as needed.
• Perform other IT support duties as assigned.

Qualifications

• 2+ years of experience in an IT help desk, desktop support, or technical support position preferred.
• Experience supporting professional services, legal, financial, healthcare, or other security-sensitive organizations is a plus.
• Strong troubleshooting and problem-solving abilities.
• Working knowledge of Windows, Microsoft 365, networking fundamentals, and common business applications.
• Familiarity with Active Directory/Entra ID, Microsoft 365 administration, Clio, VPN, MFA, and remote-support tools.
• Experience with document-management or legal practice-management software is preferred.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to remain calm and professional when supporting users under tight deadlines.
• Ability to explain technical concepts clearly to non-technical users.
• Strong commitment to confidentiality and information security.

Preferred Experience

• Experience with one or more of the following is highly desirable:
• Microsoft 365 / Microsoft 365 Administration
• Active Directory / Microsoft Entra ID
• Windows 10/11
• Clio (case management system)
• VPN and remote access
• Multi-factor authentication (MFA)
• Network troubleshooting
• Document management systems
• Legal practice-management software
• Electronic filing systems
• Adobe Acrobat and PDF workflows
• Printer/scanner configuration
• IT ticketing systems
• Endpoint security and cybersecurity tools
• CompTIA A+, Network+, or Microsoft certifications

Work Environment

This position operates in a professional law-firm environment where technology issues may directly affect attorneys' ability to meet client needs, court deadlines, and other time-sensitive obligations. The successful candidate must be responsive, discreet, organized, and comfortable working with employees at all levels of the firm.

This is a full-time role.

Up to $7/hr.

100% Remote.