About Steno
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. Backed by Human Ventures.
About the role
Steno is hiring a Help Desk Specialist in Remote (United States). The full description is on Steno's site.
What they're looking for
- 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
More about this role
- 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...
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