Help Desk Technician — IT Support Champion

Gurstel Chargo, LLP; Scottsdale (AZ); Hybrid; USD 44,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, Vision

STD, LTD, Life, Accident, Critical Ill

Long-Term Care

Pet Insurance

401k, Profit Sharing

Student Debt Retirement Savings

Job summary

Gurstel Law Firm, P.C. is seeking an entry-level Help Desk Technician in Scottsdale, AZ.

The role provides Tier 1 technical support via phone, email, and chat, handling hardware/software issues and onboarding/offboarding users while upholding high customer service standards. Ideal candidates will have 2+ years in a technical help desk, strong problem-solving skills, and familiarity with Microsoft products and remote support tools.

Qualifications

• Education: High School Diploma or equivalent required.
• Experience: 2+ years of experience in a technical help desk or service desk environment.
• Technical Proficiency: Proven experience with Microsoft products and remote user support tools.
• Certifications: CompTIA A+, Network+, or Microsoft certifications are highly preferred.
• Problem Solving: Strong ability to diagnose basic technical issues and differentiate between critical user needs and non-urgent wants.
• Communication: Exceptional written and verbal communication skills with a strong focus on customer service and follow-up.
• Autonomy: Self-motivated with a proven track record of taking ownership of problems and driving them to resolution.
• Industry Preference: Prior experience within a law firm, legal claims platforms, or commercial legal software is a distinct plus.

Responsibilities

• Ticket Management: Monitor, prioritize, and resolve Help Desk tickets within established SLAs.
• Technical Support: Diagnose and troubleshoot PC hardware, software, LAN, and WAN issues.
• System Maintenance: Perform routine computer optimization, diagnostic programs, and system cleanups.
• User Lifecycle Management: Execute standardized IT onboarding and offboarding procedures for personnel.
• Vendor & Security Coordination: Escort and collaborate with visiting vendors to maintain facility and network security protocols.
• Document support interactions thoroughly; escalated complex issues to Tier 2/3 support while keeping stakeholders regularly informed of IT events.
• Process Improvement: Identify opportunities to streamline IT operations, reduce system complexity, and enforce organizational quality standards.

Skills

Microsoft products

Remote support tools

IT certifications

Problem solving

Communication

Autonomy

Law firm experience

Education

High School Diploma or equivalent

Job description

Gurstel Law Firm, P.C. is seeking an entry-level Help Desk Technician in Scottsdale, AZ.

The role provides Tier 1 technical support via phone, email, and chat, handling hardware/software issues and onboarding/offboarding users while upholding high customer service standards. Ideal candidates will have 2+ years in a technical help desk, strong problem-solving skills, and familiarity with Microsoft products and remote support tools.