The Role
Provides Level 1 and Level 2 technical support to attorneys, administrative staff, and internal users. Responsibilities include troubleshooting hardware, software, connectivity, and access issues; managing tickets and support calls; documenting incidents; prioritizing requests; escalating complex problems; following up on resolutions; and collaborating with internal teams. The role requires strong communication, organization, problem-solving, and user-support skills in a fully remote environment.
Summary Generated by Built In
Our client is looking for an IT Helpdesk (Level 1 or 2) specialist to support their technical operations. Operating in the legal and compliance sector, they have built a reputation for excellence in delivering high-level professional services. The successful candidate will manage support requests, maintain ticketing workflows, and deliver quality technical solutions.
Responsibilities- Provide Level 1 and Level 2 IT helpdesk support for end users and clients.
- Log, track, and manage support tickets from initial intake through to resolution.
- Troubleshoot technical issues systematically while adhering to established company processes.
- Maintain clear, professional communication with internal team members and corporate clients.
- Background in IT helpdesk and technical user support.
- Demonstrated ability to analyze, troubleshoot, and solve technical problems.
- Strong commitment to following ticket workflows and standard operating procedures.
- Professional experience communicating with legal or corporate team members and clients.
- Capability to handle Level 1 and Level 2 technical issues efficiently.
- Full-time schedule.
- 100% remote work.
- Professional development in a structured environment.
This is a remote position.
Skills Required
- Previous experience providing Level 1 or Level 2 IT help desk, service desk, or technical support
- Advanced English proficiency, written and spoken
- Experience receiving technical support calls, documenting issues, and following requests through resolution
- Strong troubleshooting and problem-solving abilities
- Excellent interpersonal and communication skills when assisting nontechnical users
- Ability to explain technical concepts clearly and patiently
- Strong organizational skills and attention to detail when managing multiple support requests
- Proactive, resourceful, and solution-oriented approach
- Ability to work independently while maintaining consistent communication
- Availability to work from 6:00 AM to 3:00 PM Eastern Time
- Previous IT support experience in a law firm or legal services organization
- Experience supporting professionals in financial services, accounting, consulting, or similar corporate environments
- Familiarity with IT ticketing systems and incident-management processes
- Working knowledge of Windows operating systems, Microsoft 365, and common workplace applications
- Familiarity with remote troubleshooting tools and user-account administration
- CompTIA A+, ITIL Foundation, or Microsoft certifications
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The Company
What We Do
WOW Remote Teams provides US companies with custom, reliable, and affordable teams featuring the top 1% of professionals from Latin America, streamlining hiring and offering significant cost savings.
