IT Help Desk Specialist

About the role

TopDog Law is seeking a proactive IT Help Desk Specialist to provide Tier 1‑2 technical support for its remote workforce. The role is fully remote, with a requirement to work Pacific Time Zone hours, and offers the chance to impact a rapidly growing legal services firm.

Key responsibilities

• Deliver phone, email, chat, and ticket‑based support for Windows and macOS workstations, accessories, mobile devices, and legal‑industry software.
• Support Google Workspace, Microsoft 365, document management systems, video‑conferencing platforms, and authentication tools.
• Assist with new‑hire onboarding, including account creation, device configuration, and user orientation.
• Escalate and manage tickets, maintain clear communication, and document issues and resolutions.
• Collaborate with IT leadership on process improvements, recurring‑issue analysis, and system enhancements.
• Provide UCaaS/CCaaS troubleshooting, queue monitoring, softphone setup, and user support for call‑center operations (preferred).

Required profile

• Strong troubleshooting skills across hardware, software, and connectivity issues.
• Experience in fast‑paced environments, preferably with Managed Service Providers.
• Ability to work independently, think critically, and take ownership of tasks.
• Commitment to security policies, confidentiality, and legal‑industry compliance.

Required skills

• Windows and macOS operating systems
• Google Workspace
• Microsoft 365
• Document management systems
• Video‑conferencing tools
• Authentication tools
• UCaaS and CCaaS platforms
• Softphone configuration
• Ticketing systems