IT Help Desk Technician

Position Overview

Bibiyan Law Group, P.C seeks an experienced and customer-focused Help Desk Technician to support our growing organization. As a full-service law firm serving clients throughout California and Washington, we depend on reliable IT infrastructure and responsive technical support. You will be the first point of contact for our attorneys and staff, providing exceptional technical assistance across our diverse software platforms, hardware systems, and network infrastructure.

Key Responsibilities:

• Provide Level 1 and Level 2 technical support via phone, email, and in-person for end-user hardware and software issues
• Support case management software, document management systems, legal research platforms, and productivity tools
• Troubleshoot network connectivity, VDI, VPN access, and remote work issues
• Manage user account provisioning, password resets, and access control requests
• Maintain and document issues in IT ticketing system, ensuring timely resolution and follow-up
• Perform routine hardware maintenance, system updates, and software patches
• Assist with printer, scanner, and peripheral device setup and troubleshooting
• Support onboarding of new employees with IT setup and training

Required Qualifications

• High school diploma or equivalent; Associate degree in Computer Science or IT-related field preferred
• 2+ years of professional IT help desk or technical support experience
• Strong knowledge of Windows and Mac operating systems
• Experience with Active Directory, Office 365, and cloud-based applications
• Proficiency in networking basics (TCP/IP, DNS, DHCP) and VPN technologies
• Experience with IT ticketing/helpdesk software
• Excellent communication and customer service skills
• Ability to prioritize multiple tasks and work effectively under pressure

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification
• Experience with legal industry software (FileVine, Dropbox, LexisNexis)
• Knowledge of cybersecurity best practices and data protection
• Previous experience in a law firm or professional services environment