Job Description

ARE YOU THE PERSON EVERYONE CALLS WHEN THE WI-FI ACTS UP, OR WHEN A COMPUTER MYSTERIOUSLY DIES?

WE ARE LOOKING FOR A HELP DESK TECHNICIAN WHO DOESN'T JUST RESET PASSWORD, BUT ACTIVELY SAVES THE DAY FOR OUR TEAM.

IF YOU LOVE SOLVING PUZZLES, TRANSLATING "TECHSPEAK" INTO HUMAN LANGUAGE, AND BEING THE ULTIMATE TECH HERO, THEN

THIS ROLE IS BUILT FOR YOU!

GURSTEL LAW FIRM, P.C. – HELP DESK TECHNICIAN

JOB SUMMARY

The Help Desk Technician is a results-driven professional responsible for providing high-quality technical assistance and support for computer systems, software, and hardware. As the primary face of the IT organization, this individual maintains exemplary customer service standards while delivering Tier 1 technical support via phone, email, and chat. The ideal candidate utilizes critical thinking and internal knowledge bases to diagnose, resolve, or escalate issues efficiently.

DUTIES AND RESPONSIBILITIES

• Ticket Management: Monitor, prioritize, and resolve Help Desk tickets within established Service Level Agreements (SLAs).
• Technical Support: Diagnose and troubleshoot PC hardware, software, Local Area Network (LAN), and Wide Area Network (WAN) issues.
• System Maintenance: Perform routine computer optimization, diagnostic programs, and system cleanups.
• User Lifecycle Management: Execute standardized IT onboarding and offboarding procedures for personnel.
• Vendor & Security Coordination: Escort and collaborate with visiting vendors to maintain facility and network security protocols.
• Escalation & Communication:
• Document support interactions thoroughly; escalate complex issues to Tier 2/3 support while keeping stakeholders regularly informed of IT events.
• Process Improvement: Identify opportunities to streamline IT operations, reduce system complexity, and enforce organizational quality standards.

QUALIFICATIONS AND SKILLS

• Education: High School Diploma or equivalent required.
• Experience: 2+ years of experience in a technical help desk or service desk environment.
• Technical Proficiency: Proven experience with Microsoft products and remote user support tools.
• Certifications: CompTIA A+, Network+, or Microsoft certifications are highly preferred.
• Problem Solving: Strong ability to diagnose basic technical issues and differentiate between critical user "needs" and non-urgent "wants" to prioritize tasks effectively.
• Communication: Exceptional written and verbal communication skills with a strong focus on customer service and follow-up.
• Autonomy: Self-motivated with a proven track record of taking ownership of problems and driving them to resolution.
• Industry Preference: Prior experience within a law firm, legal claims platforms, or commercial legal software is a distinct plus.

PHYSICAL REQUIREMENTS

• Strength and Agility: Ability to safely lift, move, and transport physical IT hardware weighing up to 25–50 lbs.
• Mobility: Ability to frequent bend, kneel, crouch, or crawl under desks and workspace furniture to manage physical hardware, wiring, and cabling configurations.

COMPETENCIES

• Technical Skills 30%
• Dependability 30%
• Customer Service 20%
• Problem Solving 20%

TRAVEL – 10% local travel only

COMPENSATION AND BENEFITS

• Medical, Dental, Vision, STD, LTD, Life, Accident, Critical Illness, Long-Term Care, Pet Insurance, 401k, Profit Sharing, and Student Debt Retirement Savings Program.
• Paid Time Off (PTO)/ Paid Holidays

Gurstel Law Firm, P.C. (hereinafter “the Firm”) is multi-state litigation law firm representing creditors in all aspects of legal collection process. The Firm is headquartered in Golden Valley, Minnesota with offices in Arizona, California, Iowa, Minnesota, Nebraska, Nevada, Utah, and Wisconsin. Its practice is focused on the development of attorneys’ litigation skills, strategies and industry knowledge.

CULTURE At Gurstel, we operate on our Core Values of Doing Right, Achieving Results, and Maintaining our Integrity . We champion diversity and are a very fast-paced, enthusiastic group of people! Success is celebrated and we are looking for people who share those same values with the drive to exceed expectations and think outside the box! Our culture is what makes our Firm a fun and rewarding place to work.

EOE- Gurstel Law Firm, P.C. is an Equal Opportunity Employer (M/W/D/V) dedicated to diversity in the workplace and offers a great work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

If you are based in California, you can read information for California residents linked here

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