Help Desk Agent

Core Responsibilities

• Respond to requests for technical assistance in person, via phone, and email.
• Identify and escalate situations requiring urgent attention, redirecting problems to the appropriate resource.
• Diagnose and resolve technical hardware and software issues, assisting end-users with technical and application functionality questions.
• Research questions using available information resources.
• Follow standard help desk procedures and recommend changes for continuous improvement.
• Proactively identify process improvement opportunities and support continuous improvement initiatives.
• Engage in formal and informal knowledge transfer.
• Build and maintain productive client relationships with all firm users.
• Stay current with system information, changes, and updates.

Qualifications And Skills

• A minimum of one (1) year of experience in helpdesk support, preferably within a law firm or professional services organization.
• A college degree in Information Systems, Technology, or related field is strongly preferred, however, candidates with equivalent experience will be considered.
• Proficiency in Microsoft desktop products, including Microsoft Desktop Operating Systems (Windows 10) and higher and Office 365 preferred.
• Experience with MS Outlook E-mail Client operating in Microsoft O365 Exchange environment.
• Experience with SCCM software deployment tools.
• Ability to perform basic administration tasks related to Active Directory account management.
• Ability to work independently and collaboratively in a teamwork/collaborative style and environment.
• Experience with iManage, Kofax, and Litera software operations.
• Experience working with Help Desk ticketing solutions.
• Familiarity with Mimecast a plus.

Pay

The budgeted salary range for this position is $55,000 - $65,000.

Schedule

This is a second-shift position. The hours are 11-7 PM CT M-F.

Benefits

• Paid time off, sick time off,
• a referral program,
• medical insurance and benefits,
• dental insurance,
• vision insurance,
• life insurance,
• AD&D insurance,
• ID Theft insurance,
• long-term disability benefits,
• short-term disability benefits,
• Parking/Transit reimbursement (varies depending on location),
• 401(k) benefits,
• employee assistance benefits.