Help Desk Analyst

About the role

Focused on employment and labor law since 1958, Jackson Lewis P.C.’s 1,000+ attorneys located in major cities nationwide consistently identify and respond to new ways workplace law intersects business. We help employers develop proactive strategies, strong policies and business-oriented solutions to cultivate high-functioning workforces that are engaged and stable, and share our clients’ goals to emphasize belonging and respect for the contributions of every employee.

Responsibilities

• Provide exceptional customer service.
• Maintain a phone availability status of 85% or higher.
• Provide high level application, desktop, and telecom software and hardware support with the expectation of immediate solutions for end user issues.
• Document end user issues/requests utilizing the IT Service Desk service management application.
• Provide end-user hardware, software, and telecommunications desk-side system support.
• Work in conjunction with entire support staff in the successful completion of all Service Desk related projects.
• Work toward team standards in relation to the current Service Level Objectives.
• Provide identification/resolution for IT Infrastructure and desktop issues.
• Furnish reports, information and/or documentation as directed by management.
• Retain ownership of all issues/requests assigned until closure with end user agreement.
• Aid with execution of all desktop system and voice related moves, adds, changes, and upgrades.
• Compile/Document/Distribute new troubleshooting techniques when it would benefit the team.
• Participate in department initiatives and represent the department as a member of the technical staff.
• Keep abreast of technologies in the Desktop and Telecommunications environment by attending seminars and other educational opportunities as required.
• Perform computer imaging as needed and directed by IT.
• Identify/Document reoccurring issues and present to management possible solutions as well as Suggest/Implement innovative ideas to improve the Service Desk processes.
• Perform additional tasks as directed by management.

Qualifications/Skills

• At least 2 years of Service Desk experience.
• Excellent knowledge of MS Windows operating systems.
• Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Outlook and Exchange.
• PC hardware proficiency (Intel/Mac/HP).
• Experience with macOS is a plus.
• General understanding of Incident Management and IT ticket systems.
• Experience with ServiceNow is a plus.
• Excellent customer service skills, including verbal and written communication skills; as well as telephone, interpersonal, analytical and organizational skills.
• Team player, creative, innovative, flexible & enthusiastic.
• Ability to work independently on special assignments.

Requirements

• Associates Degree or equivalent work experience of 2 to 4 years required.