TopDog Law

Compensation

Full Description

Job Overview: TopDog Technologies is seeking a proactive and customer-focused Help Desk Specialist to support our rapidly growing organization. This role provides frontline technical assistance to attorneys, staff, and leadership, ensuring that all users receive timely, accurate, and professional support. The ideal candidate is highly responsive, solutions-oriented, and comfortable working in a high-expectation environment where technology uptime is critical. Responsibilities: Technical Support & Troubleshooting Serve as the first point of contact for IT support requests via ticketing system, chat, phone, and email. Diagnose and resolve hardware, software, and network issues for Windows and Mac environments. Support core applications (Microsoft 365, Google Workspace, Adobe, Google Meet, Slack, Amazon Connect VoIP systems, Salesforce, etc.). Troubleshoot remote access tools and authentication issues. Escalate complex issues to senior IT staff when necessary. User Support & Training Provide onboarding technical setup for new hires (accounts, devices, permissions, system walkthroughs). Assist employees and attorneys with day-to-day IT questions, equipment setup, and best practices. Deliver basic technical training or guidance to non-technical users. Systems & Device Management Set up, configure, and maintain laptops, desktops, and peripherals. Assist in maintaining inventory of equipment, software licenses, and user access lists. Monitor and update tickets to ensure timely resolution and communication. Process devices for warranty repairs Security & Compliance Assist in enforcing IT security policies, MFA requirements, and data protection standards. Maintain confidentiality when accessing sensitive legal, HR, or client information. Support compliance efforts across multi-state environments. Process & Documentation Maintain accurate documentation of troubleshooting steps and resolutions. Recommend workflow improvements, system enhancements, and standard operating procedures. Contribute to creating knowledge base articles and user guides. Qualifications: Bachelor’s degree in IT, Computer Science, or a related field preferred (or equivalent technical experience). 1–3 years of IT support or help desk experience, preferably in a legal, high-performance, or multi-location environment. Strong troubleshooting skills across hardware, software, and networks. Excellent customer service skills with the ability to communicate clearly with technical and non-technical users. High attention to detail, urgency, and professionalism. Ability to work independently, manage multiple priorities, and maintain confidentiality. Experience with ticketing systems, remote support tools, and identity/access management platforms. Experience with Salesforce and automation tools like Make.com or n8n is a strong plus. A genuine drive to learn new tools and concepts, stay curious when facing unfamiliar problems, and adapt quickly as systems and priorities evolve.