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Help Desk Specialist

  • Location: Cleveland, Ohio
  • Type: Direct Hire
  • Job #634

Help Desk Specialist

ORGANIZATION: Top-Ranked Law Firm

LOCATION: Cleveland, OH

COMPENSATION & BENEFITS: Base salary up to $75K, Paid Overtime, Bonus eligible, Medical and Dental Coverage; Paid Time Off; 401K; Savings Accounts; well sought after firm culture and more!

SUMMARY: Top-ranked law firm is seeking a Help Desk Specialist to serve as an integral member of the IT Department to ensure the efficiency and success of the legal and administrative staff within the Firm.


  • Handle daily interactions with attorneys, assistants and staff to facilitate conferencing needs
  • Provide white-glove technical support for the company globally
  • Handle incoming calls and emails for technical concerns; resolve problems quickly during the first interaction
  • Offer guidance and support in the set-up and testing of meetings
  • Manage help desk ticket requests and make sure that each is responded to promptly
  • Maintain log of technical concerns addressed in system
  • If there are outstanding technical issues, ensure appropriate, clear and concise follow-up
  • Ensure that IT Help Desk services are being operated in an efficient manner across the Firm
  • Act as a representative of the IT Help desk when responding to assistance requests
  • Troubleshoot, identify, and research IT issues and interface with staff via telephone or in person
  • Monitor active and resolved IT support issues/tickets and check for whether they need to be escalated to a higher level support staff and create or update articles through Intranet Site to act as a resource for other IT staff members
  • Install updates on software throughout the Firm when needed
  • Manage hardware/software inventory


  • High School Diploma
  • 1+ years of relevant experience in a professional services or law firm environment
  • Strong Windows 10 desktop experience required
  • Knowledge of conferencing platforms: WebEx, Zoom, Microsoft Teams
  • Excellent ability to follow procedures and processes to ensure we remain IT Compliant
  • Excellent communication skills