IT Help Desk Specialist

🕒 May 16

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

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TopDog Law

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

👥 B2C

🏪 Marketplace

B2C • Marketplace

TopDog Law is a national marketing network and personal injury law firm brand that connects injured individuals with local counsel across the United States. The organization (including Helm Law Group, LLC) focuses on accident and injury cases — car and truck accidents, medical malpractice, birth injuries, nursing home abuse, sexual abuse, slip-and-fall, workers' compensation, and wrongful death — offering free case reviews and contingency-fee representation. TopDog Law operates a network of partner firms licensed in different states, maintains multiple offices nationwide, and emphasizes client communication, advertising-driven outreach, and connecting clients to local licensed attorneys.

📋 Description

• Provide Tier 1-2 technical support via phone, email, chat, and ticketing system for remote employees across multiple locations. • Manage and escalate tickets appropriately, ensuring timely follow‑up and clear communication. • Troubleshoot and resolve issues related to Windows/Mac workstations, accessories, mobile devices, and legal‑industry software. • Support Google Workspace & Microsoft 365, document management systems, video conferencing, and authentication tools. • Assist with new‑hire onboarding, including account setup, device configuration, and user orientation. • Maintain accurate documentation of issues, solutions, and workflows. • Collaborate with IT leadership on process improvements, recurring issue analysis, and system enhancements. • Ensure adherence to security policies, confidentiality requirements, and compliance standards relevant to legal environments. • Support call center operations (preferred): UCaaS/CCaaS troubleshooting, queue monitoring, softphone setup, and user support. • Identifying opportunities to improve systems, processes, or outcomes—not just following existing playbooks.

🎯 Requirements

• 3-5 years of help desk or IT support experience, ideally in a remote or multi‑location environment. • Strong troubleshooting skills across hardware, software, networking, and remote‑access tools. • Experience supporting Google Workspace & Microsoft 365, Windows & MacOS, and common collaboration tools. • Excellent communication skills with a customer‑service mindset. • Proven ability to collaborate effectively with peers, managers, and cross-functional teams, demonstrating strong teamwork. • Proven time management and prioritization skills to handle multiple simultaneous tasks and tickets with minimal supervision. • Must be able to work PST business hours consistently. • Experience supporting law firms or professional‑services environments (preferred). • Familiarity with MSP (Managed Service Provider) workflows, SLAs, and ticket volume expectations is a strong advantage (preferred).

🏖️ Benefits

• Health insurance • Professional development opportunities