Legal IT Helpdesk Specialist — Calm, Client-Focused Support

Winstead PC; Dallas (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Winstead PC seeks a User Support Specialist to be the friendly first line of tech help for attorneys, paralegals, and staff in a fast-paced law firm. You’ll assist with Word/365 issues, email, and essential productivity tools while ensuring timely, thorough resolutions.

You’ll listen, diagnose, and document problems, then follow up to confirm fixes. A calm, helpful mindset and reliability are essential in a high-stakes environment.

Qualifications

• A genuine desire to help people.
• Prior experience in a law firm, professional services IT environment, or hands-on tech interest.
• Strong critical thinking; asks good questions and thinks before acting.
• Clear, friendly communication—written and spoken.
• Ability to work under pressure and juggle requests.
• Reliability and follow-through; takes ownership of work.

Responsibilities

• Answer inbound requests from staff by phone and email; log and track from start to finish.
• Ask the right questions to identify root causes, not just symptoms.
• Research solutions using documentation, knowledge resources, and experts.
• Communicate clearly with users at all technical levels.
• Know when to escalate with thorough notes to avoid data loss.
• Follow up proactively and perform scheduled callbacks.
• Troubleshoot advanced Word issues (TOC errors, templates, section breaks, long documents).
• Support Microsoft 365 apps including Outlook, Excel, Teams, and PowerPoint.
• Identify repeating issues and collaborate on longer-term fixes.
• Contribute to on-call rotation, including evenings, weekends, and holidays.

Skills

Customer service

Technical troubleshooting

Clear communication

Under pressure

Attention to detail

Team collaboration

Tools

Microsoft Word

Microsoft 365

Job description

Winstead PC seeks a User Support Specialist to be the friendly first line of tech help for attorneys, paralegals, and staff in a fast-paced law firm. You’ll assist with Word/365 issues, email, and essential productivity tools while ensuring timely, thorough resolutions.

You’ll listen, diagnose, and document problems, then follow up to confirm fixes. A calm, helpful mindset and reliability are essential in a high-stakes environment.