I.T. Helpdesk Specialist I

Position Summary:

The IT Helpdesk Specialist I is responsible for providing first-line technical support to employees experiencing computer hardware and software issues. This role serves as the initial point of contact for troubleshooting problems, resolving basic IT issues, and escalating more complex issues to Tier 2 support when necessary.

Essential Duties and Responsibilities:

• Respond to employee support requests via phone, chat, email, or ticketing system.
• Troubleshoot basic computer software, hardware, and network connectivity issues
•  Assist employees by guiding them through fundamental troubleshooting procedures and providing resolutions for common IT issues
• Document issues, solutions, and troubleshooting steps in the ticketing system (Fresh Service).
•  Install, configure, and update software and applications as needed.
• Assist with new employee IT setup, including account creation and hardware/software setup.
• Escalate unresolved or complex issues to Tier 2 support.
• Follow up with employees to ensure issues are resolved and provide additional support if necessary.
• Maintain IT inventory and assist with asset management.

Job Qualifications:

• High School Diploma or GED Equivalent.
• 1-2 years of experience in an IT support or help desk role.
• Strong written and verbal communication skills.
• Basic knowledge of operating systems, office applications, and common software platforms.
• Ability to diagnose and resolve basic hardware and software issues.
• Customer service-oriented mindset with a focus on providing a positive support experience.
• Strong organizational skills and attention to detail.
• Ability to remain calm and professional under pressure.
• Basic understanding of help desk software and ticketing systems.

Schedule/Location:

• Hours: Monday-Friday 8:00am-5:00pm
• In Office- Los Angeles, CA

About First Legal:

We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, or any other basis protected by law.

First Legal is the first truly comprehensive File Thru Trial™ solutions firm. With over 17 offices across the United States, First Legal has been serving thousands of law firms and corporations for more than 30 years across our six divisions - Court & Process, Depositions, Discovery, Records, Digital and Investigations. Our success comes through our company culture of innovation and trust, commitment to quality service, and depth of industry knowledge. Our mission is to be the most dependable and trusted business partner for our clients by serving every aspect of the litigation workflow. First Legal partners with our clients on a national basis to achieve the most efficient litigation solutions for the betterment of our clients.