IT Help Desk Specialist (Remote) Martine Law | Criminal Defense & Family Law Martine Law is not your typical law firm—we’re a fast-growing, tech-enabled organization built for performance. Our team operates in a fully digital environment where speed, accountability, and results matter. We’re looking for an IT Help Desk Specialist who thrives on solving problems quickly, improving systems, and delivering a seamless user experience. This is a data-driven role where success is measured by responsiveness, resolution time, and user satisfaction. What You’ll Own (Results Matter Here) • Resolve Tier 1–2 technical issues across hardware, software, and cloud-based systems with a focus on first-call resolution and response time KPIs • Manage and prioritize help desk tickets, consistently meeting or exceeding SLA targets (response and resolution times) • Support and troubleshoot core platforms, including Microsoft 365, SharePoint, OneDrive, Clio, HubSpot, and communication tools • Maintain accurate ticketing data and documentation to support reporting, trend analysis, and continuous improvement • Identify recurring issues and proactively implement solutions to reduce ticket volume and improve system performance • Deliver a high-quality internal user experience, measured through user satisfaction scores and service metrics • Assist with onboarding/offboarding by ensuring timely system setup, access, and equipment deployment • Contribute to system optimization, process improvements, and adoption of new technologies across the firm Responsibilities: What You’ll Own (Results Matter Here) • Resolve Tier 1–2 technical issues across hardware, software, and cloud-based systems with a focus on first-call resolution and response time KPIs • Manage and prioritize help desk tickets, consistently meeting or exceeding SLA targets (response and resolution times) • Support and troubleshoot core platforms, including Microsoft 365, SharePoint, OneDrive, Clio, HubSpot, and communication tools • Maintain accurate ticketing data and documentation to support reporting, trend analysis, and continuous improvement • Identify recurring issues and proactively implement solutions to reduce ticket volume and improve system performance • Deliver a high-quality internal user experience, measured through user satisfaction scores and service metrics • Assist with onboarding/offboarding by ensuring timely system setup, access, and equipment deployment • Contribute to system optimization, process improvements, and adoption of new technologies across the firm How You’ll Be Measured (KPIs) • First Response Time: Within defined SLA (e.g., <15 minutes for urgent tickets) • Resolution Time: Meet or exceed ticket resolution benchmarks • First Contact Resolution Rate: Target 70–85%+ • Ticket Volume Management: Efficient handling of daily/weekly ticket load • User Satisfaction Score (CSAT): 90%+ positive feedback • System Uptime & Issue Reduction: Decrease recurring technical issues Qualifications: What You Bring • 2+ years of IT Help Desk or technical support experience (professional services or law firm preferred) • Strong experience with Microsoft 365 ecosystem (Outlook, Teams, SharePoint, OneDrive) • Experience with ticketing systems and maintaining accurate IT data • Ability to troubleshoot quickly, think critically, and prioritize in a fast-paced environment • Strong communication skills—able to explain technical issues clearly to non-technical users • Highly organized, accountable, and performance-driven mindset Why Join Martine Law • Competitive compensation • 100% employer-paid Medical, Dental, and Vision • 401(k) with company match • Unlimited PTO • Remote/Hybrid flexibility in a fully tech-enabled environment • A high-performance culture where results—not politics—drive growth Ready to Move Fast? Apply now—or fast-track your application by sending your resume to Alaide@xmartinelaw.com with the subject line: “IT Help Desk – A+ Candidate” Compensation: $40,000

• What You’ll Own (Results Matter Here) • Resolve Tier 1–2 technical issues across hardware, software, and cloud-based systems with a focus on first-call resolution and response time KPIs • Manage and prioritize help desk tickets, consistently meeting or exceeding SLA targets (response and resolution times) • Support and troubleshoot core platforms, including Microsoft 365, SharePoint, OneDrive, Clio, HubSpot, and communication tools • Maintain accurate ticketing data and documentation to support reporting, trend analysis, and continuous improvement • Identify recurring issues and proactively implement solutions to reduce ticket volume and improve system performance • Deliver a high-quality internal user experience, measured through user satisfaction scores and service metrics • Assist with onboarding/offboarding by ensuring timely system setup, access, and equipment deployment • Contribute to system optimization, process improvements, and adoption of new technologies across the firmHow You’ll Be Measured (KPIs) • First Response Time: Within defined SLA (e.g., <15 minutes for urgent tickets) • Resolution Time: Meet or exceed ticket resolution benchmarks • First Contact Resolution Rate: Target 70–85%+ • Ticket Volume Management: Efficient handling of daily/weekly ticket load • User Satisfaction Score (CSAT): 90%+ positive feedback • System Uptime & Issue Reduction: Decrease recurring technical issues