Help Desk Specialist

Trustpoint.One; Washington (District of Columbia); Hybrid; USD 52,000 - 58,000; Full time

Job summary

Trustpoint.One seeks two experienced Help Desk Specialists for a contract role with a leading law firm. You will deliver advanced end-user support in a fast-paced environment, handling complex issues with strong customer service and a focus on legal technology tools.

Initial 30 days onsite, followed by a hybrid schedule with three in-office days per week. Shifts include 9:00 AM–5:30 PM and 1:00 PM–8:00 PM, with potential after-hours support as needed.

Qualifications

• Significant experience in a help desk, desktop support, or end-user technology support role.
• Strong troubleshooting and diagnostic skills, with the ability to independently resolve software and application issues.
• Experience supporting Microsoft Windows and Microsoft Office, particularly Word.
• Familiarity with legal technology applications, especially Litera and iManage, is highly desirable.
• Experience supporting Microsoft Teams and PDF applications.

Responsibilities

• Respond to incoming phone calls, emails, help desk tickets, and in-person requests for technical assistance.
• Troubleshoot and resolve complex end-user issues involving software, applications, document management systems, and Microsoft Office.
• Provide support for legal technology applications, including Litera, iManage, Microsoft Teams, and other firm-specific software.
• Assist users with document-related issues, including reformatting and troubleshooting Microsoft Word documents and PDFs.
• Log, prioritize, escalate, and monitor support requests through the firm's ticketing system, following issues through resolution.
• Research technical problems, identify root causes, and implement effective solutions.
• Provide guidance and training to attorneys and staff on software functionality and best practices.
• Contribute to the firm's internal technology knowledge base and identify opportunities to improve end-user support.
• Provide additional after-hours support as needed.

Skills

Help desk experience

Troubleshooting

Customer service

End-user support

Tools

Litera

iManage

Microsoft Teams

Microsoft Word

PDF applications

Job description

Trustpoint has an immediate opening for two experienced Help Desk Specialists to support a leading law firm on a contract basis for approximately three months. These roles are intended for experienced, service-oriented IT professionals who can step into an active help desk environment and provide advanced end-user support with minimal ramp-up time. The ideal candidates will bring strong troubleshooting skills, confidence working with legal technology applications, and the ability to manage a demanding support queue while delivering excellent customer service.

Responsibilities:

• Respond to incoming phone calls, emails, help desk tickets, and in-person requests for technical assistance.
• Troubleshoot and resolve complex end-user issues involving software, applications, document management systems, and Microsoft Office.
• Provide support for legal technology applications, including Litera, iManage, Microsoft Teams, and other firm-specific software.
• Assist users with document-related issues, including reformatting and troubleshooting Microsoft Word documents and PDFs.
• Log, prioritize, **escalate**, and monitor support requests through the firm's ticketing system, following issues through resolution.
• Research technical problems, identify root causes, and implement effective solutions.
• Provide guidance and training to attorneys and staff on software functionality and best practices.
• Contribute to the firm's internal technology knowledge base and identify opportunities to improve end-user support.
• Provide additional after-hours support as needed.

Qualifications:

• Significant experience in a help desk, desktop support, or end-user technology support role.
• Strong troubleshooting and diagnostic skills, with the ability to independently resolve software and application issues.
• Experience supporting Microsoft Windows and Microsoft Office, particularly Word.
• Familiarity with legal technology applications, especially Litera and iManage, is highly desirable.
• Experience supporting Microsoft Teams and PDF applications.
• Law firm experience preferred.
• Excellent customer service, communication, and problem-solving skills, with the ability to support users at all levels.
• Ability to manage competing priorities, work independently, and remain flexible in a fast-paced environment.
• All candidates must be able to work at a computer screen for a sustained amount of time.

Details:

• Compensation: $38–$42 per hour, depending on experience; non-exempt
• Initial 30 days onsite, followed by a hybrid schedule of three days in the office per week.
• 9:00 AM – 5:30 PM
• 1:00 PM – 8:00 PM
• The individual assigned to the 1:00 PM – 8:00 PM schedule will initially train during daytime hours, beginning around 9:00 AM.
• Additional after-hours support may be required.

Trustpoint.One provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.