Help Desk Support/Technical Support - Remote

Help Desk Specialist - 100% Remote / Work from Home
Global Professional Services Firm - Based in Midtown, Manhattan, NYC
Full Time, Permanent Position

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!

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.
• 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.

• 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.
• 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.