Help Desk Technician
Help Desk Technician
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$ 51000 - 62000
1 Vacancy
Job Description
Summary
The Help Desk Technician must be able to work with users of varied technical ability and have strong troubleshooting communication documentation and interpersonal skills.
Please submit your application by no later than 45 days following the posted date. Applications received after this date may not be considered.
Required Education & Experience
- Associates degree technical training school completion or equivalent work experience.
- Minimum of 1 year technical help desk experience.
- Capable of working in a team environment demonstrating good communication skills.
- Solid understanding of basic networking concepts computer hardware and software support.
- Good working knowledge of Windows 10/11 Microsoft Office 2016/365 applications Mac OS and mobile devices (Android & iPhone).
Preferred Education & Experience
- Minimum of 2 years of technical help desk experience.
- Excels working within a team environment and has excellent oral and written communication skills.
- Advanced knowledge of troubleshooting complex issues such as network printers remote connectivity software support hardware issues and Microsoft Office 365.
- Experience supporting virtualization VMware Horizon VMware vSphere VPN Microsoft Endpoint Manager (previously System Center Configuration Manager) and Active Directory.
- Law firm or professional services experience preferred.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. In order to perform one 1 or more essential functions of this role working a hybrid schedule is required.
- Customer Service 35
- Provides courteous and efficient technical customer service support for all business applications including enterprise and division/departmental applications as well as hardware environment.
- Responds to support calls in a positive informative and appropriate manner.
- Keep customer promptly and consistently informed on status of ticket prioritizing customer satisfaction.
- Provides assistance through remote tools or by visiting desk side as required.
- Installs maintains and replaces technology equipment and peripherals.
- Troubleshooting 25
- Performs restorative and maintenance actions either remotely or at the users location to resolve problems using basic troubleshooting and technical skills.
- Provides accurate timely and creative solutions to computer technical and networking problems to ensure user productivity.
- Simulates or recreates user problems to resolve complex issues.
- Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installation moves and configuration changes and maintains ownership of issue through resolution.
- Displays initiative in identifying researching and resolving issues involving the maintenance of the firms desktop environment.
- Documentation 20
- Maintains timely entry of accurate information and data regarding user issues within the tracking system and according to policies and standards.
- Documents troubleshooting steps and resolutions into the Firms technical knowledgebase and ticket management software following the teams best practices.
- Creates work instructions sharing solutions to common challenges.
- Projects and Teamwork 10
- Provide direct routine technical support/advice troubleshooting assistance problem resolution and responses to inquiries.
- Works collaboratively with Help Desk team via instant messaging email and phone to expedite solutions for users.
- Willing to step out of comfort zone in accommodating crossdepartmental requests.
- Follows appropriate escalation path and seeks required approvals.
- Participate in oncall rotation.
- General and Administrative 10
- Performs other duties as assigned.
Competencies
- Strong verbal and written communication skills.
- Selfmotivated with excellent organizational skills and attention to detail.
- Highly professional with a strong customer service orientation commitment to meeting deadlines and ability to multitask in a fastpaced and dynamic environment.
- Strong professional independent thinking skills with strength in problem solving and the ability to offer constructive opinions and creative solutions.
- A team player who motivates and educates other team members.
- Regular and predictable attendance is an essential function of the position.
Supervisory Responsibility
This position has no supervisory responsibilities.
Travel
Travel required as necessary.
Work Environment & Physical Demands
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers phones photocopiers filing cabinets and fax machines. While performing the responsibilities of the position these work environment characteristics are representative of the environment the person in this position will encounter. While performing the duties of this job the employee will work in a professional fast paced office environment that may require additional hours to complete work.
These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the position. If an employee is unable to perform the essential functions of the position Stinson LLP will evaluate whether a reasonable accommodation can be made to enable the employee to perform the described essential functions of the position. Generally due to the nature of this office position while performing the responsibilities of the position the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers to handle or feel. The employee is occasionally required to stand walk reach with arms and hands climb or balance and to stoop kneel crouch or crawl. The employee must regularly lift and/or move up to 10 pounds occasionally lift and/or move up to 25 pounds. Vision abilities required by the job include close vision.
While performing the responsibilities of the position these work environment characteristics are representative of the environment the person in this position will encounter:
- Standard desk position with frequent computer usage.
- Work schedule is shift based (fulltime based on your region) with shift start times varying from 7 am to 10:30 am and shift end times varying from 4:30 pm to 7 pm.
- Afterhours rotating oncall shift 7:00 pm 7:00 am (MonFri) 24hour SatSun support.
- May be fast paced environment.
- Overtime required as necessary.
EEO Statement
Stinson LLP is an equal employment opportunity (EEO) employer. We encourage qualified minority female veteran disabled and other diverse candidates to apply to be considered for open positions. We offer a competitive compensation and benefits package. We conduct criminal background checks on all individuals offered employment. Information gathered through applicant voluntary selfidentification will be used for statistical reporting and to measure the effectiveness of our EEO outreach efforts. All information is requested on a voluntary basis and will be kept confidential. We will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant.
At Stinson LLP we are committed to the success of our employees. We are equally committed to providing competitive affordable health and wellness benefits to help take care of yourself and your family including:
- Medical dental and vision health plans
- Medical savings accounts
- Firmprovided Employee Assistance Program (EAP) Wellness Program and Caregiving Support Concierge Services
- Employerpaid life insurance and AD&D
- Short and longterm disability benefits
- Generous paid time off for holidays vacation bereavement jury duty and paid leave for sick and safe time parental and military
- Excellent worklife programs including service bonuses backup child elder and pet care and an employee discount program
The salary range for this role is $51000 $62000. The salary range for this position is based on a variety of factors including experience skills qualifications and location. The range is provided as an initial approximation at the time of posting and may vary based on the individuals unique qualifications and experience.
Required Experience:
IC
Employment Type
Full-Time
