Helpdesk Technical Support Specialist

Greenberg Traurig, LLP

. Provide technical support for attorneys and business staff in a 24/7/365 call center environment .

Posted 10/7/2026full-timeUnited StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong problem-solving abilities and excellent communication skills while providing technical support in a fast-paced call center environment. Proficient in Microsoft Office and familiar with IT ticketing systems, with a focus on customer service and performance metrics.

Highest-signal resume keywords

Technical Support ExperienceMicrosoft Office ProficiencyA+ CertificationNetwork+ CertificationIT Ticketing System Documentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportProblem-SolvingDecision-MakingAnalytical SkillsCritical ThinkingAttention to DetailMultitaskingInformation Security ProtocolsAI Capabilities UnderstandingHelpdesk SOPs

Soft Skills

Customer Service SkillsExcellent CommunicationAdaptabilityInitiativeCan-Do Attitude

Tools & Technologies

Microsoft OutlookMicrosoft WordMicrosoft ExcelMicrosoft PowerPointIT Ticketing SystemAI Tools

Certifications & Qualifications

Microsoft Office Specialist CertificationA+ CertificationNetwork+ Certification

Industry Keywords

Call Center EnvironmentProfessional Services OrganizationHelpdesk SupportPerformance MetricsCustomer Service Surveys

About the role

Key responsibilities & impact

Provide technical support for attorneys and business staff in a 24/7/365 call center environment
Resolve complex technical issues at the point of contact
Use customer service skills to support a demanding client base
Follow departmental procedures, including Helpdesk SOPs
Meet performance metrics such as first-level resolution, average ticket resolution time, email queue ratio, customer service surveys, and quality assurance reviews
Provide on-call Helpdesk support as needed
Assist with other department activities and perform additional assigned duties
Work overtime as needed
Report to the Helpdesk Supervisor
Work from the Phoenix or Miramar office on a hybrid basis

Requirements

What you’ll need

Strong problem-solving and decision-making abilities
Dedicated work ethic and can-do attitude
Excellent communication skills, oral and written
Initiative, adaptability, and innovation
Ability to explain highly technical information clearly to non-technical audiences
Strong attention to detail and ability to multitask in a fast-changing, high-pressure, deadline-oriented environment
Excellent analytical and critical thinking skills
High proficiency in Microsoft Office, including Outlook, Word, Excel, and PowerPoint
Prior technical support experience in a call center environment or professional services organization preferred
Microsoft Office Specialist certification in MS Word and other Office certifications preferred
A+ and Network+ certifications highly desirable
Prior experience documenting interactions and using an IT ticketing system
Familiarity with information security protocols and required ability to escalate security issues
Understanding of AI capabilities, limitations, and responsible use in a professional environment
Familiarity with, or willingness to learn, firm-approved AI tools such as Copilot, ChatGPT, or similar platforms
Ability to work assigned shifts, including weekends and evening hours
Ability to work overtime as needed
Ability to meet physical requirements, including extended periods of sitting, manual dexterity, and moving throughout the work area

Benefits

Comp & perks

Competitive compensation
Excellent benefits package
Innovative and collaborative work environment
Inclusive workplace
Merit-based consideration and review
Non-discrimination on any protected basis