Help Desk Specialist - 100% Remote / Work from Home Global Professional Services Firm - Based in Midtown, Manhattan, NYCFull Time, Permanent Position
Overview:
Our client, a top-tier global professional services firm, is seeking a Help Desk Specialist to support employees across its firm. This opportunity is well suited to a service-oriented IT professional who enjoys solving technical problems, communicating with users, and keeping support requests moving in a busy environment. You will help employees navigate everyday technology issues while providing the responsive, polished service expected within a professional services organization. The role comes with a full / comprehensive suite of benefits, strong 401K match, annual bonus and many other perks!
Core Responsibilities:- Troubleshoot employee technology issues through telephone and remote support, helping users return to work as quickly as possible.
- Support a broad range of workplace technologies, including computers, business applications, mobile devices, printers, connectivity tools, and office telephone systems.
- Take ownership of support requests from initial contact through resolution, maintaining clear records of troubleshooting steps, outcomes, and next actions.
- Assess the urgency and nature of incoming issues, resolve those within your scope, and coordinate with other IT specialists when additional expertise is needed.
- Keep employees informed about outstanding requests and follow up to confirm that solutions address their needs.
- Follow established security procedures when verifying identities, validating requests, and assisting with access-related issues.
- Create and update troubleshooting guides, support documentation, and knowledge resources for employees and fellow team members.
- Identify recurring problems and share observations that can improve support practices and the employee experience.
- Assist with technology projects and other departmental priorities as needed. What You Bring
- At least two years of experience in help desk, desktop support, or a comparable employee-facing IT role.
- A strong customer service mindset, with the professionalism and patience to assist employees at every level of an organization.
- Experience managing support queues, response expectations, service-level commitments, and the demands of a high-volume support operation.
- Practical troubleshooting experience with Windows and Mac computers, Microsoft 365, mobile operating systems, and common workplace peripherals.
- Familiarity with enterprise user accounts, directory services, remote access, VPN connections, multifactor authentication, and virtual desktop environments.
- Experience using a ticketing platform to document incidents, manage service requests, and track issues through completion.
- The ability to explain technical information clearly, prioritize competing requests, and exercise sound judgment when determining whether to escalate an issue.
- Strong written communication, attention to detail, and consistent follow-through. Additional Experience
- Supporting employees within a professional services firm or another environment with high service expectations.
- Working with document management platforms and specialized applications used for document production, comparison, timekeeping, research, or records management.
- Exposure to endpoint management, software deployment, mobile device administration, enterprise telephony, and remote troubleshooting platforms.
- Familiarity with ITIL practices or relevant technical and service desk certifications.
- Experience supporting legal applications is a plus, but not required.
- Bachelor's degree in computer science, Information Technology, or a related discipline --Equivalent practical experience will also be considered.
