IT Helpdesk Specialist

Our client is a litigation law firm based in Phoenix, Arizona, practising in commercial disputes, civil rights matters, appeals, and catastrophic injury. Their work runs on court calendars and filing deadlines that cannot be moved, which changes what technology support means. A connectivity fault twenty minutes before a filing is not an inconvenience to be logged. It is a legal exposure to be cleared. The IT Help Desk Specialist is the firm's first point of contact for every technology issue raised by attorneys, paralegals, legal assistants, and administrative staff. You will own the ticket queue end to end, manage user accounts and access, support Microsoft 365 and the firm's business and legal applications, assist staff with VPN, MFA, and secure remote working, maintain equipment and software inventory, and escalate complex network, infrastructure, and cybersecurity matters to senior IT personnel or outside vendors. Physical handling of hardware is carried out by on-site staff in Phoenix, working from your instructions. The role requires a level of discretion that a general help desk position does not. You will hold access to systems containing privileged client information and attorney work product, and you will frequently be the only technical person working on the firm's schedule. The firm is hiring for judgment and reliability as much as for technical skill. Key Responsibilities First-Line User Support Serve as the first point of contact for attorneys, paralegals, legal assistants, and administrative staff experiencing technology issues. Provide timely first-level technical support across the firm, at every level of seniority and every level of technical comfort. Troubleshoot hardware, software, network, printing, email, and connectivity issues. Respond to help desk tickets, and document troubleshooting steps and resolutions as you go. Prioritise urgent technology issues affecting attorneys, court deadlines, client matters, or firm operations ahead of routine work. Explain technical concepts clearly and patiently to non-technical users, including under deadline pressure. Devices, Peripherals, and Workstations Set up, configure, maintain, and troubleshoot computers, laptops, monitors, printers, mobile devices, and other technology, working through on-site staff for anything that requires physical handling. Configure printers and scanners, and resolve driver, queue, and scan-to-email problems. Prepare workstations for new starters and coordinate the return of equipment when someone leaves. Maintain accurate IT equipment and software inventory records. Microsoft 365 and Business Applications Support Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and other business applications. Resolve mailbox, calendar, delegate access, shared mailbox, and sync issues. Support Adobe Acrobat and day-to-day PDF workflows, including combining, bookmarking, redacting, and producing court-ready files. Legal Software Support Assist with legal-specific software, document-management systems, and case-management applications. Support users of electronic filing tools, including access, credentials, browser configuration, and document format problems that block a filing. Coordinate with software vendors on application faults that sit beyond first-line resolution. Identity, Access, and Account Lifecycle Manage user accounts, passwords, permissions, and access to firm systems. Assist with employee onboarding and offboarding, including workstation preparation, account setup, access changes, and equipment collection. Apply least-privilege principles when granting access, and remove access promptly when it is no longer required. Security, Remote Access, and Confidentiality Assist employees with remote access, VPN, MFA, and other secure work-from-home technologies. Help monitor and maintain secure access to firm systems and confidential client information. Assist with software updates, system maintenance, backups, and cybersecurity procedures. Provide basic training and guidance to employees regarding technology, cybersecurity, and firm systems. Maintain strict confidentiality concerning client information, attorney work product, firm records, and other sensitive data. Escalation and Projects Escalate complex technical, network, cybersecurity, or infrastructure issues to senior IT personnel or outside vendors, with the detail they need to pick it up cleanly. Participate in technology projects, upgrades, and implementations as needed. Perform other IT support duties as assigned. Requirements 2+ years of experience in an IT help desk, desktop support, or technical support position. Strong troubleshooting and problem-solving abilities, with a methodical approach to isolating a fault rather than guessing at it. Working knowledge of Windows, Microsoft 365, networking fundamentals, and common business applications. Familiarity with Active Directory or Microsoft Entra ID, Microsoft 365 administration, VPN, MFA, and remote-support tools. Excellent written and verbal communication skills in English. Strong organisational skills and attention to detail. Ability to remain calm and professional when supporting users under tight deadlines. Ability to explain technical concepts clearly to non-technical users. Strong commitment to confidentiality and information security. Availability to work US Arizona business hours, Monday to Friday, on a fixed schedule that does not shift with daylight saving. A reliable wired home internet connection, a backup internet source, and a power backup, since this role is the first line of response during the client business day. Preferred Qualifications Experience supporting professional services, legal, financial, healthcare, or other security-sensitive organisations. Experience with document-management or legal practice-management software. Experience with a case-management platform such as Clio. Experience with e-discovery, document review, or trial presentation software. Experience with electronic filing systems and court or government filing portals. Microsoft 365 administration, including licence assignment, mailbox permissions, and security defaults. Windows 10 and Windows 11 estate support, including migration or Extended Security Update work. Network troubleshooting beyond the desktop, including DNS, DHCP, and Wi-Fi isolation. Endpoint security and cybersecurity tooling. Adobe Acrobat and advanced PDF workflows. IT ticketing systems. CompTIA A+, CompTIA Network+, or Microsoft certifications. Tools & Software Primary platform — Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Microsoft 365 Admin Center, Active Directory / Microsoft Entra ID Endpoint — Windows 10 and Windows 11, laptop and desktop hardware, monitors, printers and scanners, mobile devices Access and security — VPN, multi-factor authentication, endpoint security tooling, remote-support tools Legal applications — Case-management and document-management platforms, e-discovery and trial presentation software, electronic court filing portals Documents — Adobe Acrobat and PDF workflows Ways of working — IT ticketing system, Microsoft Teams and OneDrive, Hubstaff time tracking What Makes You a Great Fit You treat a court deadline as a hard fact, not a preference. When someone says a filing is due at five, that ticket moves to the top and everything else waits. You are the person others call because you are calm. Nobody has ever felt stupid asking you a question. You write things down. Your ticket notes are good enough that a stranger could pick up your work at midnight and know exactly where you left it. You do not touch what you have not been asked to touch. In a firm holding privileged client material, curiosity is a liability and you know it. You would rather say "I do not know yet, here is what I have ruled out, here is who I am escalating to" than go quiet and hope. You are comfortable being the only technical person awake, and you know the difference between a problem you should solve now and a problem you should hand over. You can fix things through someone else. You can talk a legal assistant through reseating a cable or reading a serial number without ever seeing the machine. Benefits What We Offer Up to $7/hour 100% remote work Full-time role We hire for the long haul, so a steady track record of staying and growing always moves you up our list. Please make sure that number is active and registered on Telegram, since this is where screening and interview scheduling happen. If it is not registered yet, you can set it up right after you apply — it takes only a few minutes and keeps your application moving without delay. By applying, you consent to being contacted via the contact information provided in your application for recruitment purposes only. Because of the volume of applications we receive, we're only able to follow up directly with candidates whose experience closely matches this role. If you don't hear from us within 10 days, please know we genuinely appreciate your interest—and we'd welcome your application to future openings that may be a stronger fit. Thank you for considering Remote Raven, and all the best in your search. A note on scheduling: initial interviews run in US Mountain Standard Time (MST) within a 3:00 AM – 1:00 PM MST window. We know that takes flexibility around the time difference, and we genuinely appreciate it.