Helpdesk Technical Support Specialist

Greenberg Traurig (GT), a global law firm with locations across the world in 15 countries, has an exciting employment opportunity for you. We offer competitive compensation and an excellent benefits package, along with the opportunity to work within an innovative and collaborative environment.

Join our Technology Team as a Helpdesk Technical Support Specialist located in our Phoenix office.

We are seeking a professional who thrives in a fast-paced, deadline-driven environment. The ideal candidate possesses strong problem-solving and decision-making abilities, ensuring efficiency and accuracy in every task. With a dedicated work ethic and a can-do attitude, you will take initiative and approach challenges with confidence and resilience. Excellent communication skills are essential for collaborating effectively across teams and delivering exceptional client service. If you are someone who demonstrates initiative, adaptability, and innovation, we invite you to join our team.

This role will be based in our Phoenix or Miramar office on a hybrid-basis. This role reports to the Helpdesk Supervisor.

Position Summary:

The Helpdesk Technical Support Specialist provides technical support for attorneys and business staff in a 24/7/365 call center environment.

The available shifts for this position are:

• 7 AM - 5:30 PM Phoenix time/10 AM - 8:30 PM EDT Sunday, Monday, Wednesday, and Thursday
• 12:00 PM - 10:30 PM/3 PM - 1:30 AM EDT Thursday, Friday, Saturday and Sunday Phoenix time
• 12:00 PM - 10:30PM /3 PM - 1:30 AM EDT Sunday, Monday, Wednesday and Thursday Phoenix time

Key Responsibilities:

• Resolves complex technical issues at point of contact
• Utilizes customer service skills to effectively support a demanding client base
• Maintains understanding of and adheres to all departmental procedures including, but not limited to, the Helpdesk SOPs
• Meets key performance metrics, including first level resolution, average ticket resolution time, email queue ratio, customer service surveys, and quality assurance review to efficiently and effectively resolve support requests
• May provide on-call support for the Helpdesk
• Assists with other department activities as needed, and performs additional duties and responsibilities assigned
• Works overtime as needed

Qualifications:

Skills & Competencies

• Provides outstanding client service, meets high quality standards for services, and meets or exceeds client expectations
• Excellent interpersonal and communication skills (oral and written), including the ability to explain highly technical information in clear, easily understandable terms for non-technical audiences
• Strong attention to detail and the ability to multi-task in a fast-changing, high pressure, deadline-oriented environment and meet all established productivity measures
• Excellent analytical and critical thinking skills
• Demonstrate a high level of proficiency in using Microsoft Office (Outlook, Word, Excel, and PowerPoint)

Education & Prior Experience

• Prior experience providing technical support in a call center environment or professional services organization preferred
• Microsoft Office Specialist certification in MS Word and other Office certifications preferred
• A+ and Network+ certifications are highly desirable
• Prior experience documenting interactions and using an IT ticketing system
• Familiarity with information security protocols and escalating security issues required

Technology

• Understanding of AI capabilities, limitations, and responsible use in a professional environment.
• Familiarity with, or willingness to learn, firm-approved AI tools (e.g., Copilot, ChatGPT, or similar platforms) to support daily workflow and/or improve work quality.

Physical Requirements:

• While performing the duties of this job, the employee is occasionally required to move from workstation or desk throughout the work area to work independently or with a team to meet with colleagues or supervisor and retrieve work assignments.
• This position may also be sedentary and require the employee to sit for extended periods of time.
• Requires manual dexterity to use a phone, enter data into a computer, handle objects, and use office equipment.

GT is an EEO employer with an inclusive workplace committed to merit-based consideration and review without regard to an individual’s race, sex, or other protected characteristics and to the principles of non-discrimination on any protected basis.