IT Help Desk Specialist

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

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, and work alongside high-caliber, mission-driven teammates who care deeply about doing great work. The organization is looking for people who don’t just want a job, they want purpose and impact.

Key Responsibilities

• 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 the organization, everyone is expected to think critically, communicate clearly, and take ownership of their work.

How This Role Drives the Business

The organization is building more than a team, it's building a movement. Growth has been achieved by staying hungry, thinking critically, and taking extreme ownership. The organization is 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 success because it:

• Directly impacts team efficiency.
• Supports speed, quality, and consistency as the organization scales.
• Helps protect and elevate the organization's brand and client experience.
• Strengthens the foundation needed to grow responsibly and sustainably.

What Success Looks Like

Within the first 6–12 months, success in this role looks like:

• Consistently delivering on commitments with minimal oversight.
• Proactively identifying issues and proposing solutions.
• Work that raises the bar for quality, clarity, and follow-through.
• Being viewed as a reliable, trusted partner by teammates and leaders.
• Contributing positively to team energy, morale, and momentum.

Required Qualifications

• 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.
• Must be able to work PST business hours consistently.

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.
• Strong communication skills—written and verbal.
• Ability to think critically, prioritize effectively, and execute with speed.

About the Organization

The organization is a nationally scaling, fully-integrated, personal injury law firm built for impact, excellence, and growth. It owns the client experience end-to-end, from marketing and intake through litigation, because it believes how the work is done matters just as much as what is achieved.

The organization is 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 the organization is 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

The organization is not a typical law firm. It believes 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, the organization has 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, it’s applying that same discipline and innovation to law firm operations, case management, and execution as it scales nationally and fully integrates.

The organization is 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

The organization doesn’t hire based on resumes alone. It hires for competence, character, and mindset.

You will thrive at the organization if you:

Embrace Change

• Have a growth mindset and seek continuous improvement.
• Welcome feedback and adapt quickly.
• Ask “What’s next?” rather than “That’s not my job.”

Are Committed to the Organization

• Care deeply about doing great work.
• Have your teammates’ backs.
• Are here to build something meaningful and long-lasting.

Bring an Upbeat, No-Ego Energy

• Show up positive, professional, and solutions-oriented.
• Enjoy the work and respect the people around you.
• Leave drama, negativity, and ego at the door.

Take Ownership

• Do what you say you’ll do.
• Follow through and communicate early when something’s off track.
• Treat the business like it’s yours.

Fast & Hungry

• Move with urgency and sound judgment.
• Prioritize progress over perfection.
• Thrive in fast-paced, high-expectation environments.
• Seek feedback, stretch assignments, and more responsibility.
• Are motivated by growth, impact, and building something bigger than yourself.

Why the Organization

• 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 - the organization would love to hear from you.

Apply today and help shape the future of the organization.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.