IT Help Desk Associate (Level 1/2)

WOW Remote Teams | Full time

This is a remote position.

Our client is looking for a Full-Time IT Help Desk Associate to provide reliable technical assistance to attorneys and administrative professionals in a fast-paced, service-oriented environment. Their organization operates in the legal services industry, where responsive IT support, effective communication, and operational efficiency are essential to maintaining high-quality client service.

The ideal candidate is a proactive, resourceful IT professional who enjoys troubleshooting technical issues, assisting users, and ensuring every support request receives proper attention. They should be comfortable communicating with attorneys and other professionals, managing multiple requests, and delivering a positive user experience.

Responsibilities

• Provide Level 1 and Level 2 technical support to attorneys, administrative staff, and other internal users.

• Respond to incoming IT support calls, identify technical concerns, and provide timely assistance.

• Record, categorize, and track technical incidents and service requests to ensure proper documentation and follow-through.

• Troubleshoot common hardware, software, connectivity, and user-access issues.

• Guide users through technical solutions using clear, professional, and easy-to-understand language.

• Prioritize incoming support requests based on urgency and operational impact.

• Escalate complex technical problems to the appropriate support personnel when necessary.

• Follow up on unresolved issues to ensure users receive updates and satisfactory resolutions.

• Maintain accurate records of troubleshooting activities, solutions, and outstanding requests.

• Collaborate with internal teams to minimize technical disruptions and maintain efficient daily operations.

• Take ownership of assigned issues and proactively identify opportunities to improve the support experience.

• Opportunity to strengthen technical troubleshooting, communication, and customer support skills.

• Potential for professional development through exposure to a variety of technical challenges.

Requirements

• Previous experience providing Level 1 or Level 2 IT help desk, service desk, or technical support.

• Advanced English proficiency, both written and spoken, with the ability to communicate confidently with U.S.-based professionals.

• Experience receiving technical support calls, documenting issues, and following requests through resolution.

• Strong troubleshooting and problem-solving abilities.

• Excellent interpersonal and communication skills, particularly when assisting nontechnical users.

• Ability to explain technical concepts clearly and patiently.

• Strong organizational skills and attention to detail when managing multiple support requests.

• Proactive, resourceful, and solution-oriented approach to work.

• Ability to work independently while maintaining consistent communication with colleagues and end users.

• Availability to work 6:00 AM to 3:00 PM Eastern Time.

Qualifications

• Previous IT support experience in a law firm or legal services organization is highly preferred.

• Experience supporting professionals in financial services, accounting, consulting, or similar corporate environments is desirable.

• Familiarity with IT ticketing systems and incident-management processes is an advantage.

• Working knowledge of Windows operating systems, Microsoft 365, and common workplace applications is beneficial.

• Familiarity with remote troubleshooting tools and user-account administration is a plus.

• Technical certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are advantageous but not mandatory.

Benefits

• 100% remote position with the opportunity to work from Latin America.

• Full-time schedule: 6:00 AM to 3:00 PM Eastern Time.

• Opportunity to gain experience supporting professionals in the U.S. legal industry.

• Exposure to a professional, service-driven environment.

• I'm interested

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