Jr. IT Helpdesk Specialist (Pacific Standard Time)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Jr. IT Helpdesk Specialist (Pacific Standard Time) based in United States. This remote role provides frontline technical support to a growing, distributed workforce. You’ll serve as a trusted first point of contact for hardware, software, connectivity, access, and collaboration-tool issues. The position combines hands-on troubleshooting with a strong focus on responsive, white-glove user service. You’ll support attorneys, paralegals, and administrative professionals while helping minimize downtime and maintain productivity. The role also provides exposure to onboarding, IT documentation, security practices, and continuous process improvement. You’ll work closely with IT leadership and cross-functional teams in a fast-paced environment where ownership, learning, and clear communication are highly valued. This is an opportunity to build foundational IT expertise while making a direct impact on the day-to-day experience of a fully remote organization. Accountabilities - Provide Tier 1 technical support to remote employees through phone, email, chat, and ticketing systems. - Receive, document, prioritize, troubleshoot, and resolve technical support requests while escalating issues appropriately when required. - Diagnose and resolve hardware, software, connectivity, remote-access, and peripheral issues across Windows and macOS environments. - Support Google Workspace, Microsoft 365, document management systems, video conferencing platforms, authentication tools, and other business applications. - Assist with new-hire onboarding by setting up accounts, configuring devices, preparing access, and providing basic user orientation. - Maintain accurate IT documentation, FAQs, troubleshooting guides, and knowledge-base articles. - Monitor recurring issues and collaborate with IT leadership to identify process improvements and opportunities for system enhancements. - Communicate clearly with users throughout the support process, providing timely updates and ensuring appropriate follow-up.

- Maintain strong attention to security, confidentiality, and compliance requirements relevant to a legal-services environment. - Work collaboratively with peers, managers, and cross-functional teams to deliver reliable technical support. - Take ownership of assigned tickets and responsibilities, following issues through to resolution or appropriate escalation. Requirements - 0–1 year of Helpdesk, IT support, or related technical support experience, ideally within a remote or multi-location environment. - Strong troubleshooting abilities across hardware, software, networking, connectivity, and remote-access technologies. - Familiarity with Google Workspace, Microsoft 365, Windows, macOS, and common collaboration tools. - Strong problem-solving instincts, resourcefulness, and willingness to research and learn new technical solutions. - Excellent written and verbal communication skills combined with a customer-service-oriented mindset. - Demonstrated ability to collaborate effectively with colleagues, managers, and cross-functional teams. - Strong time-management and prioritization skills, with the ability to manage multiple tickets and competing requests with limited supervision. - Proficiency in reading and writing English. - Ability to consistently work business hours aligned with the Pacific Time Zone. - Familiarity with ticketing platforms such as Zendesk, Jira, or ServiceNow is preferred. - Basic scripting or command-line experience is a plus. - Exposure to cloud administration, including Microsoft 365 administration or Google Workspace administration, is beneficial. - Familiarity with AI tools such as Claude is a plus. - A mindset centered on ownership, adaptability, teamwork, professionalism, urgency, and continuous learning.