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Today

Help Desk Technician

LEAP Legal Software Jersey City, NJ

Jersey City, NJ

Today

$55k - $62k/yr Full time Analytical Skills Application Support Computer Skills

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Job Description

LEAP Legal Software is hiring a Help Desk Technician to support customers using its cloud legal practice management software. In this hybrid role based in Jersey City, you will help clients with installation and everyday use questions while contributing to a running product log of issues and feature requests.

You will work remotely on a consistent shift schedule (9:00am to 6:00pm) and focus on resolving technical problems through clear, customer-first guidance. LEAP provides training, equipment, mentoring, and support to help you succeed, including ongoing development of the company’s self-help resources.

What you’ll do

Deliver client support and resolve technical issues via email, phone, and chat
Understand each client’s business and software needs
Guide clients through specific LEAP software features to resolve issues
Maintain a product log of issues and feature requests
Improve LEAP’s self-support centre by creating better self-help material such as written how-to articles and demo videos
Work independently and efficiently to meet deadlines

What we’re looking for

1 year of customer service experience
Accounting or Law experience is an advantage, but not required
Strong communication, customer service, and writing skills
Demonstrated knowledge of SQL and Access databases
Strong computer proficiency and basic troubleshooting skills, including working with files, folders, network drives, folder maps, and installation issues
Experience with Microsoft products, including MS Word and Excel
Collaborative teamwork and strong people skills
A clear understanding of LEAP culture
Ability to thrive in an intellectually stimulating, high-energy team
Attention to detail, effective time management, and the ability to work independently while supporting the team
Ability to meet deadlines and commit to team goals
Must be based in the Tri-State area

Technology stack

SQL
Access databases
MS Word
Excel

Schedule, location, and pay

Location: Jersey City, NJ (hybrid)
Work model: Hybrid
Shift pattern: Once fully trained, remote 40-hour week from 9:00am to 6:00pm daily
Salary: USD 55,000 to 62,000 per year

Benefits

Medical, Dental, and Vision Plans Available
401k with Company Matching Program
Virtual Staff Events
Employee Assistance Plans
Flexible Annual Leave
Company Shares Opportunity
Salary $56-62k OTE

Training and interview process

LEAP will provide the training, equipment, mentoring, and support needed to succeed
All training will be provided
While the role is 100% remote, there may be annual in-person training at LEAP’s Jersey City headquarters
Interviews are conducted by Zoom, with a final in-person interview in the Jersey City office
Candidates using AI during the interview process will not be considered

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1mo ago

Technical Support Specialist – Case Management

The GEO Group Aurora, IL

Aurora, IL

1mo ago Closed

$17+/hr Full time Analytical Skills Case Management Computer Skills

This position is no longer accepting applications (closed Sep 24, 2026).

Job Description

The Technical Support Specialist – Case Management role is an onsite position in Aurora, IL that supports law enforcement and supervision workflows by handling EM and GPS alerts, communicating with key stakeholders by phone, documenting outcomes, and maintaining accurate parolee records in web-based systems.

Location and Schedule

Aurora, IL (onsite)

Shifts Available:

9:00 AM to 5:30 PM (Off Thursday and Sunday)
7:30 AM to 4:00 PM (Off Tuesday and Saturday)
11:00 PM to 7:30 AM (Off Thursday and Sunday)
12:30 PM to 9:00 PM (Off Sunday and Monday)

Compensation

USD 17 per hourly

Education

High School Diploma or General Education Development (GED) certificate

Key Responsibilities

Communicate through inbound and outbound telephone calls with law enforcement agency staff, parolees, community-based organizations, and individuals to provide accurate responses and timely issue resolution.
Respond to electronic monitoring (EM) and global positioning system (GPS) violations and alerts.
Document all calls accurately and update parolee records in appropriate web-based computer systems.
Escalate complaints and complex calls to management for follow up as needed.
Assist agency personnel and field technicians with installs and de-installs of EM and GPS equipment, including troubleshooting, date entry related to install or de-install, and confirmation of install by phone.
Process EM and GPS violations and alerts in a timely manner in line with contractual obligations.
Conduct hourly calls to parolees on alert status and enter results into systems with accuracy.
Review and process breathalyzer tests.
Handle advanced troubleshooting calls for EM and GPS technical questions.
Perform other duties as assigned.

Required Qualifications

High School Diploma or GED certificate.
One (1) year of call center experience is preferred.
Successful completion of internal Correctional Specialist I certification after the initial training period and annual recertification testing.
Ability to pass all pre-employment testing, including spelling, grammar, and typing of at least 35 words per minute.
Strong interpersonal skills.
Strong written and oral communication skills.
Ability to maintain the highest level of confidentiality.
Proficient computer skills, including Microsoft Word and Excel (and the ability to work with required department software).
Strong ability to diagnose, analyze, troubleshoot, and resolve technical issues.
Self-motivated with the ability to work independently.
Ability to work in a multi-task environment and prioritize tasks appropriately.
Ability to meet contractual deadlines.
Ability to quickly develop knowledge of all program systems and procedures to perform the job effectively.
Ability to maintain professionalism when dealing with upset or escalated calls.
Ability to develop knowledge of, understand, and comply with Company policies and procedures.
Bilingual English/Spanish is a plus.

Technologies and Tools

Microsoft Word
Microsoft Excel
iPad
Web-based computer system
Electronic monitoring (EM)
Global positioning system (GPS)

Benefits

Paid Time Off
Paid Holidays
401(k) Matching
Health Insurance
Vision Insurance
Life Insurance
Health Savings Account
Tuition Reimbursement
Employee Discount
Reduced Tuition Rates
Disability Insurance
Employee Assistance Program
401(k)
Pet Insurance
Dental Insurance
Paid Training
Flexible Spending Account

Working Conditions

Typical office environment; may be requested to provide coverage after regularly scheduled work hours.
Use of standard office equipment such as copier, computer, keyboard, telephone, fax, and mobile devices.
Close vision and the ability to identify and distinguish colors to decipher color codes on software applications.
Repetitive use of hands and arms working with a computer keyboard, telephone, and mobile devices such as an iPad.

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Help Desk Technician

Technical Support Specialist – Case Management

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