Help Desk Specialist

Help Desk Specialist - 100% Remote / Work from Home Global Professional Services Firm - Based in Midtown, Manhattan, NYC Full Time, Permanent Position Overview Our client, a top-tier global professional services firm, is seeking a Help Desk Specialist to support employees across its firm. This opportunity is well suited to a service-oriented IT professional who enjoys solving technical problems, communicating with users, and keeping support requests moving in a busy environment. You will help employees navigate everyday technology issues while providing the responsive, polished service expected within a professional services organization. The role comes with a full / comprehensive suite of benefits, strong 401K match, annual bonus and many other perks! Core Responsibilities • Troubleshoot employee technology issues through telephone and remote support, helping users return to work as quickly as possible. • Support a broad range of workplace technologies, including computers, business applications, mobile devices, printers, connectivity tools, and office telephone systems. • Take ownership of support requests from initial contact through resolution, maintaining clear records of troubleshooting steps, outcomes, and next actions. • Assess the urgency and nature of incoming issues, resolve those within your scope, and coordinate with other IT specialists when additional expertise is needed. • Keep employees informed about outstanding requests and follow up to confirm that solutions address their needs. • Follow established security procedures when verifying identities, validating requests, and assisting with access-related issues. • Create and update troubleshooting guides, support documentation, and knowledge resources for employees and fellow team members. • Identify recurring problems and share observations that can improve support practices and the employee experience. • Assist with technology projects and other departmental priorities as needed. What You Bring • At least two years of experience in help desk, desktop support, or a comparable employee-facing IT role. • A strong customer service mindset, with the professionalism and patience to assist employees at every level of an organization. • Experience managing support queues, response expectations, service-level commitments, and the demands of a high-volume support operation. • Practical troubleshooting experience with Windows and Mac computers, Microsoft 365, mobile operating systems, and common workplace peripherals. • Familiarity with enterprise user accounts, directory services, remote access, VPN connections, multifactor authentication, and virtual desktop environments. • Experience using a ticketing platform to document incidents, manage service requests, and track issues through completion. • The ability to explain technical information clearly, prioritize competing requests, and exercise sound judgment when determining whether to escalate an issue. • Strong written communication, attention to detail, and consistent follow-through. Additional Experience • Supporting employees within a professional services firm or another environment with high service expectations. • Working with document management platforms and specialized applications used for document production, comparison, timekeeping, research, or records management. • Exposure to endpoint management, software deployment, mobile device administration, enterprise telephony, and remote troubleshooting platforms. • Familiarity with ITIL practices or relevant technical and service desk certifications. • Experience supporting legal applications is a plus, but not required. • Bachelors degree in computer science, Information Technology, or a related discipline --Equivalent practical experience will also be considered. Summit Staffing Partners