Helpdesk Support Specialist

Greenberg Traurig (GT), a global law firm with locations across the world in 15 countries, has an exciting employment opportunity for you. We offer competitive compensation and an excellent benefits package, along with the opportunity to work within an innovative and collaborative environment.

Join our Technology Team as a Helpdesk Support Specialist located in our Phoenix office.

We are seeking a professional who thrives in a fast-paced, deadline-driven environment. The ideal candidate possesses strong problem-solving and decision-making abilities, ensuring efficiency and accuracy in every task. With a dedicated work ethic and a can-do attitude, you will take initiative and approach challenges with confidence and resilience. Excellent communication skills are essential for collaborating effectively across teams and delivering exceptional client service. If you are someone who demonstrates initiatives, adaptability, and innovation, we invite you to join our team.

This role will be based in our Phoenix office, on a hybrid-basis. This role reports to the Help Desk and Document Services Director.

Position Summary

The Helpdesk Support Specialist provides support for attorneys and business staff in a 24x7 call center environment.

The available shifts for this position are:

• Monday-Friday from 9 am-5:30pm Phoenix Time

Key Responsibilities

• Resolves complex technical issues at point of contact

• Utilizes customer service skills to effectively support a demanding client base

• Assists with other department activities as needed, and performs additional duties and responsibilities as assigned

• Candidate should also be flexible to work overtime as needed

Qualifications

Skills & Competencies

• Exceptional customer service skills including the ability to convey highly technical information in easy to understand, non-technical terms

• Must be highly productive, able to balance competing priorities and meet all established productivity measures

• Ability to adapt to a fast-changing environment

• Excellent analytical and problem solving skills

• Position also requires the ability to work under pressure to meet strict deadlines

Education & Prior Experience

• Candidate must have 3+ years technical support experience in a law firm environment or 7+ years experience providing technical support in a professional services organization

• Prior experience documenting interactions and using an IT ticketing system

• A+ and Network+ certifications are highly desirable

• Microsoft Office Specialist certification in MS Word and other Office certifications are preferred

Technology

• High level of proficiency using Microsoft Office (Outlook, Word, Excel, and PowerPoint)

GT is an EEO employer with an inclusive workplace committed to merit-based consideration and review without regard to an individual’s race, sex, or other protected characteristics and to the principles of non-discrimination on any protected basis.