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.
- Log/track all support requests and document resolutions in Helpdesk Ticketing System.
- 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 video conferencing platforms such as Zoom and MS Teams.
- Working knowledge of Mimecast is a plus.
Pay
The budgeted salary range for this position is $55,000 - $65,000.
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.
Benefits
Polsinelli PC offers the following 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.
Schedule
This is a second-shift position. The hours are 11-7 PM CT M-F.
Qualifications
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 video conferencing platforms such as Zoom and MS Teams.
Working knowledge of Mimecast is a plus.