Help Desk Specialist

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.• Bachelor's degree in computer science, Information Technology, or a related discipline --Equivalent practical experience will also be considered.