{"id":1338787,"url":"https://alion.io/job/gt-law-helpdesk-technical-support-specialist","title":"Helpdesk Technical Support Specialist","company":{"id":1761387,"name":"Greenberg Traurig","domain":"gtlaw.com","url":"https://alion.io/company/gtlaw","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":64,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Phoenix, United States","United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":80000,"max_usd":202000,"period":"year","method":"role_country_seniority_unknown","sample_n":2068},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"ChatGPT","optional":true},{"name":"Copilot","optional":true}],"status":"live","first_seen_at":"2026-09-11T00:00:00Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-21T07:47:31Z","board_verified":false,"closed_at":null,"days_open":42,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":42},"description":"Greenberg Traurig (GT), a global law firm with locations across the world in 15 countries, has an exciting employment opportunity for you. We offer competitive compensation and an excellent benefits package, along with the opportunity to work within an innovative and collaborative environment.\nJoin our Technology Team as a Helpdesk Technical Support Specialist located in our Phoenix office.\nWe are seeking a professional who thrives in a fast-paced, deadline-driven environment. The ideal candidate possesses strong problem-solving and decision-making abilities, ensuring efficiency and accuracy in every task. With a dedicated work ethic and a can-do attitude, you will take initiative and approach challenges with confidence and resilience. Excellent communication skills are essential for collaborating effectively across teams and delivering exceptional client service. If you are someone who demonstrates initiative, adaptability, and innovation, we invite you to join our team.\nThis role will be based in our Phoenix or Miramar office on a hybrid-basis. This role reports to the Helpdesk Supervisor.\nPosition Summary:\nThe Helpdesk Technical Support Specialist provides technical support for attorneys and business staff in a 24/7/365 call center environment.\nThe available shifts for this position are:\n7 AM - 5:30 PM Phoenix time/10 AM - 8:30 PM EDT Sunday, Monday, Wednesday, and Thursday\n12:00 PM - 10:30 PM/3 PM - 1:30 AM EDT Thursday, Friday, Saturday and Sunday Phoenix time\n12:00 PM - 10:30PM /3 PM - 1:30 AM EDT Sunday, Monday, Wednesday and Thursday Phoenix time\nKey Responsibilities:\nResolves complex technical issues at point of contact\nUtilizes customer service skills to effectively support a demanding client base\nMaintains understanding of and adheres to all departmental procedures including, but not limited to, the Helpdesk SOPs\nMeets key performance metrics, including first level resolution, average ticket resolution time, email queue ratio, customer service surveys, and quality assurance review to efficiently and effectively resolve support requests\nMay provide on-call support for the Helpdesk\nAssists with other department activities as needed, and performs additional duties and responsibilities assigned\nWorks overtime as needed\nQualifications:\nSkills & Competencies\nProvides outstanding client service, meets high quality standards for services, and meets or exceeds client expectations\nExcellent interpersonal and communication skills (oral and written), including the ability to explain highly technical information in clear, easily understandable terms for non-technical audiences\nStrong attention to detail and the ability to multi-task in a fast-changing, high pressure, deadline-oriented environment and meet all established productivity measures\nExcellent analytical and critical thinking skills\nDemonstrate a high level of proficiency in using Microsoft Office (Outlook, Word, Excel, and PowerPoint)\nEducation & Prior Experience\nPrior experience providing technical support in a call center environment or professional services organization preferred\nMicrosoft Office Specialist certification in MS Word and other Office certifications preferred\nA+ and Network+ certifications are highly desirable\nPrior experience documenting interactions and using an IT ticketing system\nFamiliarity with information security protocols and escalating security issues required\nTechnology\nUnderstanding of AI capabilities, limitations, and responsible use in a professional environment.\nFamiliarity with, or willingness to learn, firm-approved AI tools (e.g., Copilot, ChatGPT, or similar platforms) to support daily workflow and/or improve work quality.\nPhysical Requirements:\nWhile performing the duties of this job, the employee is occasionally required to move from workstation or desk throughout the work area to work independently or with a team to meet with colleagues or supervisor and retrieve work assignments.\nThis position may also be sedentary and require the employee to sit for extended periods of time.\nRequires manual dexterity to use a phone, enter data into a computer, handle objects, and use office equipment.\nGT is an EEO employer with an inclusive workplace committed to merit-based consideration and review without regard to an individual’s race, sex, or other protected characteristics and to the principles of non-discrimination on any protected basis.","description_format":"text","description_chars":4407,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Legal Services"],"lifecycle":[{"event":"open","at":"2026-09-27T15:12:55Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 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