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
About the Role
Polsinelli does not accept unsolicited resumes from search firms or agencies. Please, no phone calls or emails.
Benefits
As part of full-time employment associated with this position, 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
Qualifications
The successful candidate will exhibit excellent communication and time management skills with a focus on end-user needs.
Skills
- 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.
Requirements
Prior law experience or work in a similar professional setting is highly preferable.
Equal Opportunity Employer
Polsinelli PC is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.