Help Desk Specialist

Must sit onsite in Downtown San Diego 5x days per week

Law firm experience is a huge plus but not required.

No 3rd party candidates, this is a direct hire opportunity

SUMMARY:

Under the direct supervision of the Help Desk Manager, the Help Desk Specialist provides comprehensive desktop support to Firm employees. This individual is responsible for troubleshooting, diagnosing, and resolving complex hardware and software issues. To perform this role effectively, the specialist must be able to carry out all essential duties with a high level of competence and professionalism. This is a non-exempt position, and the individual is eligible for overtime compensation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Incident Management

• Receive incident notifications via phone, email, or web and log all incidents in the service desk platform


• Classify incidents by identifying affected users, systems, hardware, and services


• Prioritize incidents to ensure timely and effective escalation


• Escalate and follow through on incidents until resolution


• Maintain consistent communication with all involved parties

Reporting & Projects

• Prepare brief weekly performance reports


• Participate in special projects as assigned

Technical Support & Setup

• Provide timely and effective technical support in accordance with established Service Level Agreements (SLAs), ensuring prompt response to all requests


• Set up video conferences and video presentations


• Track and maintain IT asset inventory

Availability & Travel

• Maintain consistent attendance and punctuality


• Be available for weekend or late-night on-call support if required


• Travel may be required to other firm offices

KNOWLEDGE, EDUCATION, SKILLS, WORK EXPERIENCE:

• Bachelor's degree, or 2+ years of related work experience.


• Professional certification, a plus (e.g. Comp TIA or Microsoft Certified Professional).


• Strong knowledge of Microsoft Windows operating system, Office 365 Suite, basics of Entra ID, telework/teleconference applications and services. Any knowledge in legal industry-specific software is a plus.


• Good knowledge of computer architecture; ability to troubleshoot common peripheral devices; basic knowledge of networking.


• Prior experience in a law firm Help Desk or general IT customer service setting a plus.


• Ability to learn effectively and retain information.


• Ability to work independently and utilize one's own resources for problem solving.


• Communicate clearly and concisely, both orally and in writing.


• Strong organizational skills, meeting timelines with effective record keeping.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.