Help Desk Analyst(Remote)

### **About Us – Midlige Richter, LLC** **Midlige Richter, LLC is a law firm providing comprehensive legal services across healthcare law, PIP reimbursement, real estate, personal injury, commercial litigation, employment matters, business services, and municipal law. With over 25 years of combined legal experience, our firm is committed to delivering diligent, honest, and technology‑forward legal support to clients throughout the region. We value professionalism, responsiveness, and operational excellence—qualities we expect from every member of our team.** **The Remote Help Desk Analyst provides technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This role ensures timely and effective customer service through remote tools, clear communication, and adherence to IT service management best practices.** ## **Key Responsibilities** * **Respond to support requests via phone, email, chat, or ticketing systems, ensuring prompt and professional communication.** * **Troubleshoot and resolve issues related to operating systems, productivity applications, connectivity, user accounts, and peripheral devices.** * **Perform remote diagnostics using approved tools to identify root causes and implement solutions.** * **Escalate complex issues to higher-level support teams when necessary, providing detailed documentation and context.** * **Maintain accurate records of all interactions, resolutions, and follow-ups within the ITSM platform (e.g., ServiceNow, Jira, Freshservice).** * **Guide users through step-by-step instructions to resolve technical problems or complete system tasks.** * **Support onboarding activities, including account setup, device configuration, and access provisioning.** * **Monitor system alerts and proactively address potential issues to minimize downtime.** * **Ensure compliance with security policies, data protection standards, and organizational procedures.** * **Contribute to knowledge base articles, FAQs, and user guides to improve self-service capabilities.** ## **Required Skills & Qualifications** * **Strong knowledge of Windows/macOS, common business applications, and remote support tools.** * **Familiarity with Active Directory, MFA, VPN, and basic networking concepts.** * **Excellent communication skills, with the ability to explain technical concepts to non-technical users.** * **Proven ability to prioritize tasks, manage multiple tickets, and meet service-level expectations.** * **Customer-focused mindset with a calm, solution-oriented approach.** * **Experience with ITIL practices is an advantage.** ## **Preferred Qualifications** * **1–25+ years of experience in a help desk or technical support role.** * **Certifications such as CompTIA A+, ITIL Foundation, Microsoft 365 Fundamentals, or HDI Support Center Analyst.** * **Experience supporting remote or distributed teams.**