Help Desk Specialist

At Preti Flaherty, we know that exceptional people and efficient processes drive our continued success. The Help Desk Specialist is a member of the Information Technology team and provides in-depth technical support to end users across a wide range of systems and applications. This role leads troubleshooting and problem-solving efforts, ensuring timely, effective resolution of technical issues for all Preti Flaherty users.

The Help Desk is responsible for receiving, prioritizing, documenting, and resolving end user technical requests. This team delivers solution focused support during standard business hours and maintains flexibility to address complex or escalated issues outside of those hours when necessary.

This is a full-time, hybrid position based in our downtown Portland, Maine office location.

Essential Duties and Responsibilities:

• Track, monitor, and document technical issues to ensure timely resolution and appropriate follow-up.
• Collaborate with end users and other Help Desk Specialists to resolve issues ranging from simple requests to complex system problems.
• Provide advanced Microsoft Word document formatting support in a high-volume document production environment, including styles, mail merge, numbering, and tables of contents.
• Apply functional knowledge and troubleshooting skills to resolve issues related to, but not limited to:
  Microsoft Outlook, Word, Excel, and PowerPoint; iManage;
  Power PDF;
  Web browsers and plugins;
  Laptop hardware; iOS devices;
  Remote access technologies (VPN and Citrix);
  Big Hand;
  Dymo Label Writer hardware and software;
  Printers.
• Utilize foundational knowledge of Windows 11, Microsoft 365 administration, and Zoom conferencing and telephony systems.
• Develop and maintain a working knowledge of the firm's overall computing environment, quality management processes, and best practices.
• Escalate issues when appropriate while maintaining ownership and clear communication with end users.
• Support the IT team during system updates, technology rollouts, or after-hours maintenance when needed.

Required Qualifications:

• A minimum of 1-3 years of IT Help Desk or technical support experience, preferably within a law firm or professional services environment.
• Associate degree in Information Technology, Computer Science, or related field; or equivalent relevant experience.
• Strong customer service and communication skills with the ability to support users at all levels.
• Foundational understanding of Windows 11, Microsoft 365, remote access tools, and common business applications.
• Ability to prioritize multiple tasks, follow established procedures, and maintain detailed documentation.

Preferred Qualifications:

• Basic knowledge of networking concepts and IT security best practices.

• Experience with legal applications (iManage, Big Hand, Power PDF.

Why Join Preti Flaherty?

We offer our employees:

• A collegial work environment where talent is nurtured, and professional growth is supported.
• Competitive compensation and benefit offerings include health, vision, dental and paid time off.

If you are passionate about working in a dynamic, fast-paced corporate office setting, we invite you to apply and become part of our team!