Help Desk Specialist

Hanson Bridgett is looking for a Help Desk Specialist to join our dynamic IT team! In this role, the Help Desk Specialist serves as the first point of contact for technical support, delivering high-quality assistance via phone, remote access, and in-person on designated office days. This role involves troubleshooting a variety of end-user issues to keep the team connected and productive. Additionally, the Help Desk Specialist contributes to departmental projects and tasks as needed. Reporting directly to the IT Manager, this position is a great opportunity for a tech-savvy professional who thrives on problem-solving, teamwork, and delivering excellent customer service.

This role offers the flexibility to work remotely on days when in-office attendance is not required, as determined in agreement with the direct supervisor. Regular in-office presence is required two days per week, plus an additional 2–3 days per month. Employees must also be available to attend in-person meetings, professional development sessions, or other on-site events as needed. This position requires residency in California and can be based in our San Francisco, Sacramento, or Los Angeles office.

Responsibilities and Duties

• Handle incoming support requests via phone, email, and the ticketing system. Prioritize issues, troubleshoot solutions, and escalate to the engineering team as needed.
• Log and track support requests in the ticketing system, ensuring timely follow-ups and resolution.
• Support the engineering team in diagnosing and resolving complex software issues.
• Maintain up-to-date knowledge of all software and hardware used and supported by the firm.
• Provide high-quality, timely technical support to meet the needs of internal and external clients.
• Collaborate with the Help Desk team to develop best practices, share knowledge, and create internal documentation.
• Participate in a rotating on-call schedule for after-hours support.
• Assist with additional projects and tasks as assigned by the IT Manager and CIO.

Required Skills, Abilities and Qualifications

• At least one year of experience in an IT role within a legal environment.
• Quick learner with the ability to absorb and retain information efficiently.
• Strong analytical, evaluative, and problem-solving skills.
• Client-focused mindset with a solid understanding of the firm’s objectives and goals.
• Excellent communication and interpersonal skills.
• Ability to create clear, concise, and well-structured documentation.

Salary

Hanson Bridgett offers a competitive salary and benefits package. The annual salary for this California-based role is anticipated to be in the area of $85,000 - $100,000, and represents the firm’s good faith and reasonable estimate of possible compensation at the time of posting. Actual compensation is negotiable, and will depend upon a number of factors, including but not limited to, the candidate’s years of experience, qualifications, and skill set.