Law Firm Help Desk Analyst

Job Overview

Job Description

Help Desk Analyst - for prominent law firm.Monday -

**This is a fully remote position. Candidates can live in almost any state.

The hours for this position are: Monday - Friday, 7:00 a.m. - 3:30 p.m. Eastern Time.

*Law firm help desk experience is required.

This position is responsible for providing technical assistance and support for computer systems, hardware, software, mobile devices, and remote access.
Occasional OT. Candidate should be familiar with remote support and remote connectivity help.
Duties:
Provide technical assistance (Tier 1 and some Tier 2) and support for incoming inquiries related to computer systems, hardware, software, mobile devices, and remote access. Prioritize and respond to support requests via telephone or email in a professional, confident, and courteous manner. Thoroughly document support requests and resolutions using the helpdesk ticketing system. Follow up with customers, provide feedback, and see problems through to resolution. Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers. Write tips, frequently asked questions, and knowledge articles for the Firm’s intranet and help desk knowledgebase. Availability to provide onsite and remote coverage outside of normal business hours as needed.

Position Requirements: Must have at least two years working on a Help Desk or related experience in a law firm. Knowledgeable in using and supporting Windows 10, Active Directory, Microsoft Office 2016 or later, iManage Work 10, or other document management systems, remote access systems (Citrix and VPN), and mobile devices (iOS and Android). Customer service orientated. Excellent written, and interpersonal skills. Strong troubleshooting skills. Proven success working in a fast-paced environment. Goal oriented, organized, and follow through with customer requests. Ability to work independently and in a team environment. ITIL v3 certified or familiarity with ITIL’s best practices.
Salary is commensurate with experience.