Help Desk Technician

About the role

Performs all help desk analyst functions according to established policies and procedures. Field calls and emails from attorneys, managers, and staff, and solve or escalate to the appropriate support group. Requires flexibility for coverage of all shifts on short notice and for vacations.

Responsibilities

• Receives and responds professionally and courteously to inbound calls and email requests for assistance from users needing help with hardware, software, networking, and other computer-related technologies.
• Effectively documents all support requests and, if necessary, escalates to the appropriate support group or individual.
• Monitors progress through resolution. Analyzes and resolves problems, as well as documents resolutions in the ticket tracking system.
• Monitors support activity and informs team/manager of any perceived trends in calls/emails being received and/or solutions being employed.
• Participates in the implementation of special projects as requested.
• Continually improves technical proficiency through research, self-training, and participation in internal and external training opportunities.
• Participates in the rotation of monitoring and resolving voicemail and email requests.

Requirements

• Law firm experience.
• Three years of work experience in a medium to large PC-based legal or professional services organization where you have gained experience in providing high-quality customer service.
• Ability to quickly analyze problems, follow policies and procedures, and establish work priorities. Must be able to work in a group environment.
• Strong customer service focus combined with excellent listening, written, and verbal communication skills. Ability to effectively handle all types of personalities with professionalism at all times, including during stressful conditions.
• Individuals in this role must possess strong editing skills with MS Word, including document scrubbing, repair and recovery, as well as the ability to style, format, print, and store documents in a document management system.
• Familiarity with the following applications: DUO 2FA, MS Authenticator, Citrix and Cisco VPN connectivity, Azure, Entra, Exchange Online, Intune, iManage, Mimecast, CyberArk, Service Now ticketing system, Zoom, and Teams.

Schedule

12 PM - 8 PM

Pay

Salary range is $70k - $80k.