IT Help Desk Specialist

TopDog Law

4d•Remote

About The Position

At TopDog Law, we are seeking an experienced and highly motivated IT Helpdesk Specialist to provide responsive, high-quality technical support to a remote workforce. This role is ideal for someone who thrives in a fast-paced environment, has strong troubleshooting skills across hardware, software, and connectivity issues, and preferably brings experience from MSP’s (Managed Service Providers). The specialist will serve as a frontline resource for attorneys, paralegals, and administrative staff, ensuring minimal downtime and exceptional user experience. This role is critical to our success because it directly impacts [clients / revenue / case outcomes / team efficiency], supports speed, quality, and consistency as we scale, helps protect and elevate the TopDog Law brand and client experience, and strengthens the foundation needed to grow responsibly and sustainably.

Requirements

3-5 years of help desk or IT support experience, ideally in a remote or multi‑location environment.
Strong troubleshooting skills across hardware, software, networking, and remote‑access tools.
Experience supporting Google Workspace & Microsoft 365, Windows & MacOS, and common collaboration tools.
Excellent communication skills with a customer‑service mindset.
Proven ability to collaborate effectively with peers, managers, and cross-functional teams, demonstrating strong teamwork.
Proven time management and prioritization skills to handle multiple simultaneous tasks and tickets with minimal supervision.
Must be able to work PST business hours consistently.

Nice To Haves

Experience supporting law firms or professional‑services environments.
Familiarity with MSP (Managed Service Provider) workflows, SLAs, and ticket volume expectations is a strong advantage.
Exposure administering EDR, IAM and/or MFA tools is a plus.
Strong communication skills—written and verbal
Ability to think critically, prioritize effectively, and execute with speed

Responsibilities

Provide Tier 1-2 technical support via phone, email, chat, and ticketing system for remote employees across multiple locations.
Manage and escalate tickets appropriately, ensuring timely follow‑up and clear communication.
Troubleshoot and resolve issues related to Windows/Mac 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 setup, device configuration, and user orientation.
Maintain accurate documentation of issues, solutions, and workflows.
Collaborate with IT leadership on process improvements, recurring issue analysis, and system enhancements.
Ensure adherence to security policies, confidentiality requirements, and compliance standards relevant to legal environments.
Support call center operations (preferred): UCaaS/CCaaS troubleshooting, queue monitoring, softphone setup, and user support.
Identifying opportunities to improve systems, processes, or outcomes—not just following existing playbooks.