Remote IT Support Specialist (Legal Software Experience)

About the role

Voxidea is looking for an IT Support Specialist who acts as the first point of contact for employees facing technical issues. The role is fully remote, with pay in USD, and covers remote troubleshooting of hardware, software, applications, connectivity and account issues, escalation of complex cases, and follow-up with users.

Key responsibilities

• Respond to technical requests by phone, email, chat and remote-support platforms, and escalate urgent issues to the right IT resources.
• Provide remote help with workstation configuration, OS, applications, peripherals and mobile devices.
• Help users with Microsoft Windows, Microsoft 365, Outlook, Teams, Zoom and WebEx, and support user accounts including basic Active Directory tasks.
• Assist with PC imaging, device provisioning, software deployment and endpoint management (e.g. Microsoft Intune), and remote support for iPhone, Android and MDM.
• Troubleshoot basic networking and connectivity issues (VPN, Wi-Fi, DNS) and support virtual meetings.
• Log and document every request in the Help Desk ticketing system, write troubleshooting guides and knowledge-base articles, and improve support processes.
• Take part in IT projects, system implementations and testing, and share knowledge with colleagues and users.

Required profile

• At least 2 years of experience in Help Desk or IT support, preferably in a law firm or professional services organization.
• College degree in Information Systems, Information Technology, Computer Science or a related field strongly preferred; equivalent experience considered.
• Ability to work independently in a remote team, with strong written and verbal communication and customer service skills.

Required skills

• Windows 10/11, Microsoft Office/Microsoft 365 and Outlook in an Exchange environment.
• PC imaging, device provisioning and deployment tools, preferably Microsoft Intune.
• Mobile devices (iPhone, Android) and MDM.
• Active Directory basics, VoIP, networking concepts and Help Desk ticketing systems.
• Teams, Zoom, WebEx; iManage, Kofax, Adobe Acrobat, CRM or Litera are a plus; VMware and Mimecast are a plus.

What we offer

• Biweekly guaranteed payments with no deductions.
• Fully remote work from anywhere.
• 2 weeks PTO plus U.S. holiday recognition.
• In-house psychological and wellness coaching.
• Free training, language programs, coaching and access to 200+ continuous improvement courses.