IT Helpdesk Technician, Salesforce

About the Role

Put your technical skills to work supporting a mission that changes lives. As an IT Helpdesk Technician at Lisinski Law Firm, you’ll help keep our remote and in-office teams connected, productive, and equipped to serve the families who count on us.

With a primary focus on Salesforce support, you’ll troubleshoot technical issues, support end-user devices and Microsoft 365, fulfill approved account and access requests, and collaborate with technical teams to resolve more complex challenges. Your clear communication, attention to detail, and commitment to security will help protect confidential information, minimize disruptions, and improve the support experience for team members across the Firm.

Your Key Contributions

• Provide timely technical support for hardware, software, Microsoft 365, Salesforce, and other Firm applications within established service levels, focusing primarily on Salesforce.
• Log, categorize, prioritize, and manage support requests in HALO, documenting troubleshooting, resolutions, and requester communications.
• Troubleshoot Windows, macOS where applicable, Microsoft 365, and common business application issues.
• Diagnose, deploy, configure, image, repair, and upgrade computers, peripherals, printers, and related equipment.
• Resolve routine Salesforce login, authentication, navigation, record access, reporting, and usability issues.
• Process approved account provisioning, modifications, access changes, and deactivations according to documented procedures and identity-verification requirements.
• Troubleshoot basic connectivity, single sign-on, and multifactor authentication issues.
• Escalate issues beyond the role’s authority or expertise with clear documentation of symptoms, troubleshooting, reproduction steps, and business impact; follow through to resolution.
• Maintain accurate asset records, knowledge articles, procedures, and support documentation.
• Identify recurring problems and collaborate with IT, Security, Salesforce Administration, and vendors to improve service while protecting confidential information.

What Makes You a Great Fit

• Highschool diploma or equivalent required; Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 1-3 years of relevant experience in helpdesk, technical support, or customer service.
• Working knowledge of Microsoft 365 services including Teams, SharePoint, Exchange Online, and OneDrive.
• Familiarity with IT ticketing and problem management platforms.
• Working knowledge of Salesforce, basic Salesforce troubleshooting and admin tasks.
• Previous experience supporting Tier 1 support requests for Salesforce in an SSO environment.
• Salesforce Certified Associate, Salesforce Administrator, CompTIA A+, or Microsoft Fundamentals certifications preferred.
• Familiarity with printer and peripheral hardware setup and support.
• Responds promptly to support requests, takes ownership of Tier 1 and Tier 2 issues, and works toward timely resolution within established SLAs.
• Partners with senior IT staff, the IT Security team, the internal Salesforce and Litify Dev teams/admins, external vendors, and end users to resolve issues and maintain reliable technology services.
• Uses available tools, technical knowledge, documentation, and problem-solving skills to diagnose hardware, software, authentication, and connectivity issues, escalating only when needed.
• Provides dependable, accurate, and professional support; protects sensitive system and user information; and maintains clear documentation of incidents, assets, and resolutions.
• Proficiency with Windows operating systems; working knowledge of macOS.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication skills; ability to explain technical concepts clearly to non-technical users.
• Ability to manage multiple priorities and remain composed under deadline in a fast-paced environment.
• Genuine commitment to delivering exceptional customer service and positive end-user experience.

Work Schedule

• Monday through Friday, 8:00 AM – 5:00 PM Eastern Time

Equipment Requirements

For PC Users:

• A modern processor (Intel Core i5 or AMD Ryzen 5 from the last few years)
• Windows 11 (kept up to date)

For Mac Users:

• A modern processor (Apple M1 chip or a recent Intel Core i5)
• A recent macOS (Ventura or newer)

For Everyone:

• At least 8 GB of memory (RAM) to run applications smoothly
• A fast hard drive with sufficient available storage

How You'll Benefit

• Paid Time Off (PTO) – including vacation, sick leave, and personal days, consistent with the local country’s requirements. 

• Paid Holidays – country specific public holidays.

• Locally aligned health benefits – such as medical, dental, vision, disability, and other required national benefits aligned to local laws and norms. 

• Local payroll in native currency – with all taxes, social contributions, and statutory benefits automatically calculated and handled. 

• Retirement or pension contributions – based on each country’s legal and cultural standards.

• Employee support and compliance protection – including access to local HR experts for questions about laws, culture, or benefits.

Our Firm

At Lisinski Law Firm, the commitment we show to our clients is matched by how we support and invest in our people. LLF is a place where employees are encouraged by peers, heard by leadership, and strengthened by a genuinely collaborative team culture. Whether you join Marketing, IT, Accounting, Legal, or any other function, your work matters. Every role contributes to meaningful, lasting impact in the lives of those we serve.

Our Values

At Lisinski Law Firm, we are driven by a client obsessed mindset and a commitment to learning, advocacy, efficiency, and nimbleness in everything we do. We work as true team players, delivering creative problem-solving and high-quality service to support families with excellence and care.