Remote Jobs
IT Support Specialist - Remote
What's your preference?
PayCompetitive
LocationRemote
Employment typeFull-Time
Job Description
- Req#: 581027
- Resolve Tier 1-2 technical issues across hardware, software, and cloud-based systems with a focus on first-call resolution and response time KPIs
- Manage and prioritize help desk tickets, consistently meeting or exceeding SLA targets (response and resolution times)
- Support and troubleshoot core platforms, including Microsoft 365, SharePoint, OneDrive, Clio, HubSpot, and communication tools
- Maintain accurate ticketing data and documentation to support reporting, trend analysis, and continuous improvement
- Identify recurring issues and proactively implement solutions to reduce ticket volume and improve system performance
- Deliver a high-quality internal user experience, measured through user satisfaction scores and service metrics
- Assist with onboarding/offboarding by ensuring timely system setup, access, and equipment deployment
- Contribute to system optimization, process improvements, and adoption of new technologies across the firm
Description
IT Help Desk Specialist (Remote)
Martine Law | Criminal Defense & Family Law
Martine Law is not your typical law firm-we're a fast-growing, tech-enabled organization built for performance. Our team operates in a fully digital environment where speed, accountability, and results matter. We're looking for an IT Help Desk Specialist who thrives on solving problems quickly, improving systems, and delivering a seamless user experience.
This is a data-driven role where success is measured by responsiveness, resolution time, and user satisfaction.
What You'll Own (Results Matter Here)
Responsibilities
What You'll Own (Results Matter Here)
• Resolve Tier 1-2 technical issues across hardware, software, and cloud-based systems with a focus on first-call resolution and response time KPIs
• Manage and prioritize help desk tickets, consistently meeting or exceeding SLA targets (response and resolution times)
• Support and troubleshoot core platforms, including Microsoft 365, SharePoint, OneDrive, Clio, HubSpot, and communication tools
• Maintain accurate ticketing data and documentation to support reporting, trend analysis, and continuous improvement
• Identify recurring issues and proactively implement solutions to reduce ticket volume and improve system performance
• Deliver a high-quality internal user experience, measured through user satisfaction scores and service metrics
• Assist with onboarding/offboarding by ensuring timely system setup, access, and equipment deployment
• Contribute to system optimization, process improvements, and adoption of new technologies across the firm
How You'll Be Measured (KPIs)
• First Response Time: Within defined SLA (e.g., • Resolution Time: Meet or exceed ticket resolution benchmarks
• First Contact Resolution Rate: Target 70-85%+
• Ticket Volume Management: Efficient handling of daily/weekly ticket load
• User Satisfaction Score (CSAT): 90%+ positive feedback
• System Uptime & Issue Reduction: Decrease recurring technical issues
Qualifications
What You Bring
• 2+ years of IT Help Desk or technical support experience (professional services or law firm preferred)
• Strong experience with Microsoft 365 ecosystem (Outlook, Teams, SharePoint, OneDrive)
• Experience with ticketing systems and maintaining accurate IT data
• Ability to troubleshoot quickly, think critically, and prioritize in a fast-paced environment
• Strong communication skills-able to explain technical issues clearly to non-technical users
• Highly organized, accountable, and performance-driven mindset
Why Join Martine Law
• Competitive compensation
• 100% employer-paid Medical, Dental, and Vision
• 401(k) with company match
• Unlimited PTO
• Remote/Hybrid flexibility in a fully tech-enabled environment
• A high-performance culture where results-not politics-drive growth
Ready to Move Fast?
Apply now-or fast-track your application by sending your resume to Alaide@xmartinelaw.com with the subject line:
"IT Help Desk - A+ Candidate"About the company
The best remote jobs for you
Notice
Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at accessibility@talentify.io or 407-000-0000.
Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.
An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report. NYC applicants may request an alternative process or accommodation at aedt@talentify.io or 407-000-0000.