IT Help Desk Specialist

Job description

What You’ll Do In this role, you will be responsible for: 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 At TopDog Law, everyone is expected to think critically, communicate clearly, and take ownership of their work. How This Role Drives the Business At TopDog Law, we're building more than a team, we're building a movement. We've grown fast by staying hungry, thinking critically, and taking extreme ownership, and now we're looking for an IT Helpdesk Specialist who's ready to do the same. We are seeking an experienced and highly motivated IT Helpdesk Specialist to provide responsive, high‑quality technical support to a remote workforce. This role is ideal for someone who thrives in a fast‑paced environment, has strong troubleshooting skills across hardware, software, and connectivity issues, and preferably brings experience from MSP’s (Managed Service Providers). The specialist will serve as a frontline resource for attorneys, paralegals, and administrative staff, ensuring minimal downtime and exceptional user experience. This role is critical to our success because it: Directly impacts [clients / revenue / case outcomes / team efficiency] Supports speed, quality, and consistency as we scale Helps protect and elevate the TopDog Law brand and client experience Strengthens the foundation needed to grow responsibly and sustainably What Success Looks Like Within your first 6–12 months, success in this role looks like: You consistently deliver on commitments with minimal oversight You proactively identify issues and propose solutions Your work raises the bar for quality, clarity, and follow-through You are viewed as a reliable, trusted partner by teammates and leaders You contribute positively to team energy, morale, and momentum Qualifications Required: 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. Preferred Qualifications Experience supporting law firms or professional‑services environments. Familiarity with MSP (Managed Service Provider) workflows, SLAs, and ticket volume expectations is a strong advantage. Exposure administering EDR, IAM and/or MFA tools is a plus. What Success Looks Like High first‑call resolution rate and strong user satisfaction. Reduced ticket backlog and improved response times. Smooth onboarding experiences for new remote employees. Reliable support for call center operations and remote workflows. Strong communication skills—written and verbal Ability to think critically, prioritize effectively, and execute with speed Nice to Have: Experience in a fast-growing or high-volume environment Comfort with ambiguity and evolving systems Experience in legal, professional services, or client-centric organizations About TopDog Law TopDog Law is a nationally scaling, fully-integrated, personal injury law firm built for impact, excellence, and growth. We own the client experience end-to-end, from marketing and intake through litigation, because we believe how we do the work matters just as much as what we achieve. We are building a high-performance, high-trust, no-ego culture where talented people do meaningful work, grow quickly, and take pride in what they build together. This is not a legacy law firm. This is a rocket ship, and we’re assembling the team that will take it to the next level. If you thrive in fast-moving environments, love taking ownership and being held accountable, and want to be part of something you can help shape, not just maintain, you’ll feel right at home here. Our Story TopDog Law is not your typical law firm. We believe that world-class marketing, paired with exceptional legal talent and operations, creates better experiences and outcomes for clients and the business alike. Over the past three years, we’ve grown 2–3x year over year, setting a new standard on the marketing side of the personal injury space and proving what’s possible when strategy, speed, and execution align. Now, we’re applying that same discipline and innovation to law firm operations, case management, and execution as we scale nationally and fully integrate. We are intentionally building the infrastructure, systems, and teams needed to scale at a national level—without sacrificing quality, culture, or accountability. This is still the early stage of that journey, which means the people who join now have a real opportunity to help shape how the firm operates for years to come. Who Thrives Here We don’t hire based on resumes alone. We hire for competence, character, and mindset. You will thrive at TopDog Law if you: Embrace Change You have a growth mindset and seek continuous improvement You welcome feedback and adapt quickly You ask “What’s next?” rather than “That’s not my job” Are Committed to the Organization You care deeply about doing great work You have your teammates’ backs You’re here to build something meaningful and long-lasting Bring an Upbeat, No-Ego Energy You show up positive, professional, and solutions-oriented You enjoy the work and respect the people around you You leave drama, negativity, and ego at the door Take Ownership You do what you say you’ll do You follow through and communicate early when something’s off track You treat the business like it’s yours Fast & Hungry You move with urgency and sound judgment You prioritize progress over perfection You thrive in fast-paced, high-expectation environments You seek feedback, stretch assignments, and more responsibility You’re motivated by growth, impact, and building something bigger than yourself Why TopDog Law Real growth: As the firm grows, so do opportunities for advancement and leadership High standards, real support: Clear expectations, coaching, and accountability Culture that matters: Trust, respect, speed, and integrity, without sacrificing humanity Meaningful work: Helping people through some of the hardest moments of their lives Ready to Build With Us? If you’re excited by ownership, accountability, growth, and the chance to help build something exceptional from the ground up - we’d love to hear from you. Apply today and help shape the future of TopDog Law. The Opportunity: Join TopDog Law and Build Something Meaningful This role is an opportunity to: Join a rapidly growing national firm at a formative stage Make a visible, measurable impact on a rapidly growing business Grow your skills, responsibility, and influence as the firm scales Work alongside high-caliber, mission-driven teammates who care deeply about doing great work We are looking for people who don’t just want a job, they want purpose and impact.