Frontline Managed Services · 2 weeks ago
Tier 2 Help Desk Technician
United States
Full-time
Remote
Mid Level
3+ years expFrontline Managed Services is a pioneer in IT, Financial, and Administrative Managed Services for legal and professional service firms. The Tier 2 Help Desk Technician will provide high-quality technical support for law firm clients, focusing on first-call resolution and client satisfaction.
E-LearningInformation ServicesLegal
Hiring Manager
Erik E.
Responsibilities
Serve as a Tier 1 and Tier 2 IT support resource in a multi-client, professional services environment, owning the full lifecycle of technical issues from intake through troubleshooting, resolution, and closure
Prioritize first-call resolution and take ownership of incidents to ensure timely, accurate outcomes
Act as an escalation point for Tier 1 analysts, providing technical guidance and mentoring
Support multiple law firm clients , understanding their applications, workflows, confidentiality requirements, and time-sensitive needs
Create, update, and maintain detailed tickets in ServiceNow , documenting troubleshooting steps and resolutions
Provide technical support for: Windows and macOS workstations
Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Mobile devices ( iOS and Android )
Legal applications including document management, timekeeping, and case management systems
VPN connectivity, DNS, DHCP, Wi-Fi , and networking fundamentals
End-user hardware including laptops, printers, scanners, and peripherals
Support virtual desktop and remote access environments (VDI, VMware Horizon, VPN)
Perform user account administration , permissions, MFA support, and access changes
Collaborate with internal IT teams and third-party vendors to resolve complex issues
Escalate infrastructure-level and Tier 3 issues with complete documentation and technical context
Assist with workstation deployments, patching, updates, and routine maintenance
Contribute to knowledge base articles, documentation, and continuous process improvements
Deliver consistent, high-quality customer service and client support with professionalism, empathy, and accountability
Qualification
Required
CompTIA A+ certification required or, in lieu of certification, an associate's degree in information technology or related field
3+ years of experience in a help desk or IT service desk environment
Hands-on experience supporting both Tier 1 and Tier 2 IT support responsibilities
Experience supporting users via phone, ticketing systems, and remote support tools
Experience supporting professional services clients preferred (legal industry experience is a strong plus)
Preferred
Hands-on experience using ServiceNow for ticketing, triage, routing, documentation, and resolution tracking
CompTIA Network+
Microsoft MS-900 or higher
Company
Frontline Managed Services
Frontline Managed Services provides outsourced solutions to the legal and accounting markets.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Broad Sky Partners
2024-12-11Private Equity
2024-12-11Acquired
Leadership Team
Darryl Hair
Chief Operating Officer
Michael Glasser
Equity Partner and EVP
Recent News
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