What are the responsibilities and job description for the Helpdesk Technician position at The Advocates - Driggs, Bills & Day?
Role Overview
The IT Helpdesk Technician will be the first line of support for employees experiencing technical issues. In this role, you'll gather detailed information from end users, perform hands-on troubleshooting, and work toward quick resolutions. When issues fall outside first-tier support, you'll create thorough documentation of the problem and all steps taken before routing the ticket to the appropriate team member. Day-to-day responsibilities include answering incoming support requests, maintaining accurate records in our ticketing system, and resolving hardware and software issues on Windows machines, with occasional work on Mac OS environments.
Who We Are
The Advocates are a growing personal injury law firm with branches across the United States. We are dedicated to representing victims of accidents with kindness and respect. Our team genuinely cares about and has empathy for the people who seek our help, and we are driven to get them the best results possible.
Learn more about us at our website! https://www.advocateslaw.com/
What You'll Do
- Provide frontline technical support in person, by phone, and by email.
- Troubleshoot hardware, software, and network issues to resolution and root cause.
- Set up and maintain user accounts, permissions, and workstations.
- Manage hardware inventory and software licensing.
- Document solutions and improve internal processes.
- Take ownership of IT projects and work with stakeholders to implement them.
What We're Looking For (Required)
- 1-3 years of IT support experience
- Knowledge of Windows, PC hardware, and basic networking fundamentals (IP addressing, Wi-Fi, network troubleshooting).
- Clear written and verbal communication skills.
- Able to explain technical concepts to business users.
- Ability to work independently and follow problems until fully understood.
- Evidence of self-driven technical learning such as labs, certifications, scripting, or home projects.
Preferred
- Experience with help desk or RMM tools.
- Familiarity with Microsoft 365 admin products (Entra, Intune, Defender, etc.)
- PowerShell or other scripting experience.
Work Environment
Based in Seattle with occasional travel to other offices. Role may require lifting up to 50 lbs.
Hybrid Eligible: Regularly 2 days/week remote with expectations to change hybrid schedule depending upon staffing needs.
Benefits
Medical, dental, vision, 401k, paid parental leave, and charitable time off.
Pay range: $29-34/hr
Salary : $29 - $34