Job description
Help Desk Specialist, IT
Full-Time, Remote / Hourly, Non-Exempt
Steno is growing! We're looking for a Helpdesk Specialist to join our winning team, which is revolutionizing the litigation support industry every single day. We're a diverse team from all over the country (and beyond), and we're crazy about redefining the boundaries of an outdated industry.
Who are you?
In this role, you'll be the frontline of IT at Steno — the first voice a teammate hears when something's not working, and the reason they're back up and running fast. You're a methodical troubleshooter who handles unfamiliar issues calmly, communicates clearly with non-technical folks, and knows exactly when to solve it yourself versus hand it off. You're security-minded, detail-oriented, and energized by variety — one ticket might be a Zoom Phone setup, the next a new-hire laptop deployment, the next a phishing report. This role reports to the IT Service Desk Manager.
If you're looking for a company that offers support, guidance, an abundance of killer giphys, and unlimited potential to grow into your best self, you can bet we'd love to have you too. In this role, you will cover Monday through Friday, 8:30 am to 5 pm PT, with occasional overtime and rotational holiday coverage.
On a regular basis you will:
Serve as the primary Tier 1 point of contact for end-user IT support, managing ticket intake, triage, and resolution through the Foqal ticketing system
Troubleshoot methodically — reproducing issues, consulting Guru documentation and prior tickets, and applying structured first-line diagnostics before escalating
Resolve software support requests including application troubleshooting, access issues, and basic configuration, plus provide Zoom Phone setup, configuration, and support
Escalate unresolved issues to Tier 2 IT Analysts with thorough documentation and context, following established escalation workflows
Manage end-to-end computer and accessory deployment for new hires and existing staff, coordinating with vendors and tracking fulfillment status
Stage and deploy standard new-hire software licenses per the New Hire Deployment Worksheet and Technical Deployment Matrix, escalating non-standard provisioning to Tier 2
Maintain and distribute role-specific onboarding training materials, videos, and guides tailored to new hire job titles and required applications
Coordinate hardware repair, e-cycling, and responsible disposal of end-of-life equipment, and process purchase requests and inventory tracking via the ticketing system
Create, update, and maintain IT knowledge base content, SOPs, and support workflows to reduce repeat tickets
Participate in team meetings and retrospectives, and provide peer coverage across the Helpdesk Specialist team to maintain operational resilience
Maintain a valid driver’s license and reliable transportation to transport company hardware to shipping, retail, and repair facilities, as needed.
You're gonna crush it if:
You have roughly 1+ years of help desk, IT support, or comparable customer-facing technical experience (or an equivalent mix of coursework, certification, and hands-on practice) — this is an entry-level role, so advanced systems administration, security investigation, or scripting experience is not required
You're proficient in troubleshooting macOS and Windows environments and comfortable with SaaS provisioning, remote support tools, screen-sharing platforms, and MDM basics
You have familiarity with Google Workspace, Microsoft 365, and Zoom (including Zoom Phone) administration and troubleshooting
You have strong written communication skills suited to an async-first, fully remote environment, and can explain technical concepts to non-technical staff in plain, reassuring language
You have sound judgment about what to resolve at the first line versus when to escalate, and you write clear, structured handoffs when you do
You're security-minded, with working knowledge of phishing tactics and social engineering patterns, and comfort following documented escalation procedures
You have an Associate's or Bachelor's degree, a relevant certification like CompTIA A+, or equivalent practical experience
You're a collaborative team player who thrives on peer coverage, knowledge sharing, and managing multiple open tickets at once
Compensation & Benefits
Pay - $27-$36/hour
Premium Medical, Dental, & Vision Coverage – options for you and your family, with 100% of premiums covered for some plans – well above industry benchmarks
Healthcare Reimbursement - additional support to help offset out-of-pocket healthcare costs
Wellness/Mental Health - shared benefits to be used among employees and families
Flexible Paid Time Off - allowing employees to find balance in their lives
Options of Equity - we know our success is nothing without our team
Access to a company-provided 401(k) account
A home office setup and a monthly stipend to offset internet and phone costs
Application Information
Steno is an equal opportunity employer; we do not discriminate on the basis of characteristics protected by law. Employment decisions are based on qualifications, merit, and business needs.
Applicants needing special assistance or accommodations for interviews or website access should contact us at .
Information provided to Steno, such as professional credentials and skills, educational and work history, the results of technical skills assessments or working exercises, and other information included in an application, is collected, analyzed, and stored in our system.
Steno personnel will always contact you via a steno.com email or Rippling Recruiting. We conduct background checks only after an offer is extended. If you haven't received an expected communication, check your spam.
Steno uses AI-assisted tools for this role to identify and prioritize candidates whose experience aligns with the role. Our People team makes all hiring decisions.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.