Help Desk Analyst

Focused on employment and labor law since 1958, Jackson Lewis P.C. helps employers develop proactive strategies, strong policies, and business-oriented solutions to cultivate high-functioning workforces that are engaged, stable, and aligned with our clients’ goals of belonging and respect for every employee.

About the role

We are seeking an independent, detail-oriented individual to provide first-contact telephone and email support to attorneys and business professionals. This role will also support deskside needs for the local office and region as directed, delivering excellent customer service with the objective of providing immediate solutions for end-user issues and requests.

Responsibilities

• Provide exceptional customer service and phone support while maintaining high availability standards.
• Deliver high-level application, desktop, and telecom software and hardware support with the expectation of immediate solutions for end-user issues.
• Document end-user issues and requests using the IT Service Desk service management application.
• Provide end-user hardware and software desk-side system support.
• Collaborate with the entire support staff to successfully complete Service Desk-related projects.
• Work toward team standards in relation to current Service Level Objectives.
• Identify and resolve IT infrastructure and desktop issues.
• Furnish reports, information, or documentation as directed by management.
• Retain ownership of all assigned issues and requests until escalation or closure.
• Assist with system-related moves, adds, changes, and upgrades.
• Compile, document, and distribute new troubleshooting techniques to benefit the team.
• Participate in department initiatives and represent the department as a member of the technical staff, including ongoing learning and education via training platforms and other opportunities.
• Perform computer imaging as needed and directed.
• Identify and document recurring issues, presenting possible solutions to management, and suggest or implement innovative ideas to improve Service Desk processes.
• May require occasional travel to other office locations or work outside standard business hours to support IT needs.

The essential functions listed above are not exhaustive and may be revised by the Firm as needed.

Requirements

• 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.
• 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, telephone etiquette, interpersonal, analytical, and organizational skills.
• Reliable with punctuality and consistent attendance.
• Team player with creativity, innovation, flexibility, and enthusiasm.
• Ability to work independently on special assignments.
• Must be able to lift computer equipment.
• Law firm experience is a plus.

Qualifications

Associate’s degree in a related field preferred, or equivalent combination of education and 2 to 4 years of relevant work experience.

Pay

For the Washington, D.C. office, the expected salary range for this position is between $30.00 and $35.00 per hour. The actual compensation will be determined based on experience and other factors permitted by law.

Benefits

• Medical, dental, vision, life, and disability insurance.
• 401(k) Retirement Plan.
• Flexible Spending and Health Savings Accounts.
• Firm-paid holidays, vacation, and sick time.
• Employee assistance program and other firm benefits.