Service Delivery Help Desk Analyst

Harbor is seeking a customer-focused and detail-oriented Help Desk Support Analyst to serve as the first point of contact for IT support requests. This role is responsible for providing timely, high-quality technical assistance to end users, resolving desktop and application issues, and ensuring service levels are consistently met. The ideal candidate is service-driven, organized, and comfortable working in a fast-paced, ticket-based environment supporting a global user base.
This is a full-time, remote position than can be worked from anywhere in the Philippines (Manila preferred). The hours will be United States normal business hours (8:30am - 5:30pm EST).
Key Responsibilities:
Serve as the first point of contact for IT support requests submitted through the ticketing system, phone, and email
Deliver a positive customer experience by providing clear communication and timely resolution of issues
Triage, prioritize, and manage support tickets to meet or exceed established service level agreements (SLAs)
Perform remote and on-site troubleshooting, diagnosis, and resolution of end-user technical issues
Install, configure, test, maintain, and troubleshoot end-user hardware and virtual workstations
Install, configure, and support standard business software and applications
Troubleshoot hardware, software, and workstation-related issues, escalating when appropriate
Create and maintain technical documentation, instructions, and validation materials as needed
Build and maintain strong working relationships with internal teams and business partners
Support additional IT tasks and initiatives as business needs evolve
Qualifications:
Experience providing Help Desk or IT support in a professional environment
Familiarity with ticketing systems and IT service management workflows
Working knowledge of Windows operating systems and common business applications
Basic understanding of workstation hardware, peripherals, and software troubleshooting
Strong customer service mindset with excellent verbal and written English communication skills
Ability to manage multiple tasks, prioritize effectively, and work independently
Willingness to learn new technologies and adapt to changing business needs
Preferred Qualifications:
Prior experience supporting users in a global or US-based organization
Experience working remotely with distributed teams
Exposure to documenting technical processes or knowledge base articles
Why Harbor:
Collaborative, global team environment
Opportunities to grow technical and professional skills
Meaningful work supporting teams across the organization
About Us:
Harbor is the preeminent provider of expert services across strategy, legal technology, operations, and intelligence. Our globally integrated team of 800+ strategists, technologists, and specialists navigate alongside our clients – leading law firms, corporations, and their law departments – to provide essential resources and invaluable insights. Anchored in a rich heritage of deep knowledge, steadfast relationships, and mutual respect, our unwavering dedication lies in shaping the future of the legal industry and fostering enduring partnerships within our community and ecosystem.
Harbor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, marital status, civil union status, national origin, ancestry, age, parental status, disabled status, veteran status, or any other legally protected classification, in accordance with applicable law.