Help Desk Technician

About This Role

Being the ultimate tech hero for the team is the core of this Help Desk Technician role. You will provide high-quality technical assistance and support for computer systems, software, and hardware, maintaining exemplary customer service standards while delivering Tier 1 technical support via phone, email, and chat. The role suits a results-driven professional who loves solving puzzles and translating "techspeak" into human language.

Responsibilities

• Monitor, prioritize, and resolve Help Desk tickets within established Service Level Agreements (SLAs)
• Diagnose and troubleshoot PC hardware, software, Local Area Network (LAN), and Wide Area Network (WAN) issues
• Perform routine computer optimization, diagnostic programs, and system cleanups
• Execute standardized IT onboarding and offboarding procedures for personnel
• Escort and collaborate with visiting vendors to maintain facility and network security protocols
• Document support interactions thoroughly
• Escalate complex issues to Tier 2/3 support while keeping stakeholders regularly informed of IT events
• Identify opportunities to streamline IT operations, reduce system complexity, and enforce organizational quality standards

Requirements

• High School Diploma or equivalent required
• 2+ years of experience in a technical help desk or service desk environment
• Proven experience with Microsoft products and remote user support tools
• Strong ability to diagnose basic technical issues and differentiate between critical user "needs" and non-urgent "wants" to prioritize tasks effectively
• Exceptional written and verbal communication skills with a strong focus on customer service and follow-up
• Self-motivated with a proven track record of taking ownership of problems and driving them to resolution

Nice to have:

• CompTIA A+, Network+, or Microsoft certifications
• Prior experience within a law firm, legal claims platforms, or commercial legal software

Benefits

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

Important Details

• Travel: 10% local travel only

About the Company

Gurstel Law Firm, P.C. is a multi-state litigation law firm representing creditors in all aspects of the 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. At Gurstel, the firm operates on its Core Values of Doing Right, Achieving Results, and Maintaining its Integrity. They champion diversity and are a very fast-paced, enthusiastic group of people, where success is celebrated.