IT Help DeskService Support Analyst
IT Help DeskService Support Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
A secondary aspect of this role is providing just in time trainingrelated videos or instructional steps with pictures via email or quick reference materials.
The Customer Experience team as provides 24/7 support services through rotating oncall shifts for after hours and weekend support (covered by 4 to 5 team members).
- Respond to Help Desk requests via telephone email remote access and inperson (when necessary).
- Track all enduser support activities through an incident tracking system. ServiceNow experience is a plus.
- Diagnose and resolve enduser issues in the office at home and remote locations. including hardware software email internet or localarea network problems.
- Deliver tag and configure enduser PC desktop hardware software and peripherals as needed and assigned.
- Participate in a rotating oncall schedule that involves after hours and weekend support and availability via remote access and telephone coverage.
- Develop and maintain an advanced level of proficiency with firm technologies.
- Work independently to research and resolve complex technical issues.
- Vital member of the Customer Experience Team providing exceptional service and support to all endusers aka internal and external customers).
- Occasionally visit other offices to provide onsite assistance and inventory tasks.
- Coordinate set up of New Hire accounts as well as equipment for orientation.
- Configure applications to meet firm requirements and Best Practices
- Gather additional details clarify test reproduce and document customer issues and create/update support tickets in ServiceNow.
- Ability to work within deadlines and effectively handle stress.
- Ability to establish effective working relationships and interact successfully with others especially as part of the IT Department and Customer Experience team.
REQUIRED KNOWLEDGE SKILLS AND ABILITIES:
1. Advanced knowledge/experience with Windows operating systems Microsoft Office desktop/laptop hardware and mobile devices (Apple/Mac experience is a plus).
2. Ability to work with videoconferencing equipment document management system (iManage) printers mobile device management Citrix/VDI and other software applications in a legal environment.
3. Excellent verbal and written communication skills.
4. Strong network experience is a plus.
5. Solid problemsolving and rootcause analysis skills.
6. Strong interpersonal skills ability to interact with people at all levels and highly customerfocused equally across all departments teams and practices groups.
7. Attention to detail and quality of work.
8. Understanding of functional capabilities and limitations with firm technology.
9. Ability to quickly adapt to technology changes in a professional services organization.
10. Selfmotivated with the ability to execute tasks and make decisions in a highpressure environment.
QUALIFICATIONS:
Bachelors degree in computer science (or equivalent work experience) is preferred as well as two years of experience working in a law firm environment.
WORK ENVIRONMENT:
- This position supports Working From Anywhere (WFA) and/or a hybrid format rotating between home and office.
- This position is in a professional office environment that routinely uses standard office equipment (computers phones copy machines filing cabinets etc. with minimal exposure to excessive noise dust temperature and the like.
Competitive salary and benefits
Required Experience:
IC
Employment Type
Full Time
