IT Help Desk Specialist

About the role

TopDog Law is seeking an IT Help Desk Specialist to provide Tier 1‑2 technical support for its remote workforce. You will be the first line of defense for attorneys, paralegals, and administrative staff, ensuring minimal downtime and a smooth user experience.

Key responsibilities

• Deliver phone, email, chat, and ticket‑based support for remote employees across multiple locations.
• Manage, prioritize, and escalate tickets while maintaining clear communication.
• Troubleshoot Windows and macOS 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 creation, device configuration, and user orientation.
• Document issues, solutions, and workflows accurately.
• Collaborate with IT leadership on process improvements, recurring‑issue analysis, and system enhancements.
• Enforce security policies, confidentiality, and compliance standards relevant to a legal environment.
• Provide optional call‑center support: UCaaS/CCaaS troubleshooting, queue monitoring, softphone setup, and user assistance.
• Identify opportunities to improve systems, processes, and outcomes.

Required profile

• Experienced IT Help Desk professional with strong troubleshooting skills across hardware, software, and connectivity.
• Background in Managed Service Provider (MSP) environments is preferred.
• Ability to serve a fast‑paced, remote legal team with minimal supervision.
• Critical thinker who communicates clearly and takes ownership of tasks.

Required skills

• Windows operating system
• macOS
• Google Workspace
• Microsoft 365
• Document‑management systems
• Video‑conferencing tools
• Authentication tools
• UCaaS and CCaaS platforms
• Ticketing system usage
• Mobile device support (iOS, Android)