[Hiring] IT Helpdesk Technician @The Lisinski Law Firm

Role Description

Put your technical skills to work supporting a mission that changes lives. As an IT Helpdesk Technician at Lisinski Law Firm, you’ll help keep our remote and in-office teams connected, productive, and equipped to serve the families who count on us.

With a primary focus on Salesforce support, you’ll troubleshoot technical issues, support end-user devices and Microsoft 365, fulfill approved account and access requests, and collaborate with technical teams to resolve more complex challenges. Your clear communication, attention to detail, and commitment to security will help protect confidential information, minimize disruptions, and improve the support experience for team members across the Firm.

Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 1-3 years of relevant experience in helpdesk, technical support, or customer service.
• Working knowledge of Microsoft 365 services including Teams, SharePoint, Exchange Online, and OneDrive.
• Familiarity with IT ticketing and problem management platforms.
• Working knowledge of Salesforce, basic Salesforce troubleshooting and admin tasks.
• Previous experience supporting Tier 1 support requests for Salesforce in an SSO environment.
• Salesforce Certified Associate, Salesforce Administrator, CompTIA A+, or Microsoft Fundamentals certifications preferred.
• Familiarity with printer and peripheral hardware setup and support.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication skills; ability to explain technical concepts clearly to non-technical users.
• Ability to manage multiple priorities and remain composed under deadline in a fast-paced environment.
• Genuine commitment to delivering exceptional customer service and positive end-user experience.

Requirements

• Provide timely technical support for hardware, software, Microsoft 365, Salesforce, and other Firm applications within established service levels, focusing primarily on Salesforce.
• Log, categorize, prioritize, and manage support requests in HALO, documenting troubleshooting, resolutions, and requester communications.
• Troubleshoot Windows, macOS where applicable, Microsoft 365, and common business application issues.
• Diagnose, deploy, configure, image, repair, and upgrade computers, peripherals, printers, and related equipment.
• Resolve routine Salesforce login, authentication, navigation, record access, reporting, and usability issues.
• Process approved account provisioning, modifications, access changes, and deactivations according to documented procedures and identity-verification requirements.
• Troubleshoot basic connectivity, single sign-on, and multifactor authentication issues.
• Escalate issues beyond the role’s authority or expertise with clear documentation of symptoms, troubleshooting, reproduction steps, and business impact; follow through to resolution.
• Maintain accurate asset records, knowledge articles, procedures, and support documentation.
• Identify recurring problems and collaborate with IT, Security, Salesforce Administration, and vendors to improve service while protecting confidential information.

Benefits

• Paid Time Off (PTO) – including vacation, sick leave, and personal days, consistent with the local country’s requirements.
• Paid Holidays – country specific public holidays.
• Locally aligned health benefits – such as medical, dental, vision, disability, and other required national benefits aligned to local laws and norms.
• Local payroll in native currency – with all taxes, social contributions, and statutory benefits automatically calculated and handled.
• Retirement or pension contributions – based on each country’s legal and cultural standards.
• Employee support and compliance protection – including access to local HR experts for questions about laws, culture, or benefits.

Work Schedule

Monday through Friday, 8:00 AM – 5:00 PM Eastern Time

Equipment Requirements

• For PC Users:
  • A modern processor (Intel Core i5 or AMD Ryzen 5 from the last few years)
  • Windows 11 (kept up to date)
• For Mac Users:
  • A modern processor (Apple M1 chip or a recent Intel Core i5)
  • A recent macOS (Ventura or newer)
• For Everyone:
  • At least 8 GB of memory (RAM) to run applications smoothly
  • A fast hard drive with sufficient available storage