Help Desk Technician-Entry Level

Gurstel Law Firm P C•Scottsdale, AZ

46d•Onsite

About The Position

The Help Desk Technician is a results-driven professional responsible for providing high-quality technical assistance and support for computer systems, software, and hardware. As the primary face of the IT organization, this individual maintains exemplary customer service standards while delivering Tier 1 technical support via phone, email, and chat. The ideal candidate utilizes critical thinking and internal knowledge bases to diagnose, resolve, or escalate issues efficiently.

Requirements

High School Diploma or equivalent required.
2+ years of experience in a technical help desk or service desk environment.
Proven experience with Microsoft products and remote user support tools.
Strong ability to diagnose basic technical issues and differentiate between critical user "needs" and non-urgent "wants" to prioritize tasks effectively.
Exceptional written and verbal communication skills with a strong focus on customer service and follow-up.
Self-motivated with a proven track record of taking ownership of problems and driving them to resolution.
Ability to safely lift, move, and transport physical IT hardware weighing up to 25–50 lbs.
Ability to frequent bend, kneel, crouch, or crawl under desks and workspace furniture to manage physical hardware, wiring, and cabling configurations.

Nice To Haves

CompTIA A+, Network+, or Microsoft certifications are highly preferred.
Prior experience within a law firm, legal claims platforms, or commercial legal software is a distinct plus.

Responsibilities

Monitor, prioritize, and resolve Help Desk tickets within established Service Level Agreements (SLAs).
Diagnose and troubleshoot PC hardware, software, Local Area Network (LAN), and Wide Area Network (WAN) issues.
Perform routine computer optimization, diagnostic programs, and system cleanups.
Execute standardized IT onboarding and offboarding procedures for personnel.
Escort and collaborate with visiting vendors to maintain facility and network security protocols.
Document support interactions thoroughly; escalate complex issues to Tier 2/3 support while keeping stakeholders regularly informed of IT events.
Identify opportunities to streamline IT operations, reduce system complexity, and enforce organizational quality standards.