IT Support Specialist

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)

- 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

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