Help Desk Technician (MPL)

Responsibilities

• Provides courteous and efficient technical customer service support for all business applications, including enterprise, and division/departmental applications as well as hardware environment.
• Responds to support calls in a positive, informative, and appropriate manner.
• Keeps customers promptly and consistently informed on the status of tickets, prioritizing customer satisfaction.
• Installs, maintains, and replaces technology equipment and peripherals.
• Troubleshoots computer, technical, and networking problems to ensure user productivity.
• Simulates or recreates user problems to resolve complex issues.
• Maintains timely entry of accurate information and data regarding user issues within the tracking system and according to policies and standards.
• Documents troubleshooting steps and resolutions into the Firm's technical knowledgebase and ticket management software, following the team's best practices.
• Creates work instructions sharing solutions to common challenges.
• Works collaboratively with Help Desk team via instant messaging, email and phone to expedite solutions for users.
• Willing to step out of comfort zone in accommodating cross-departmental requests.
• Fulfills appropriate escalation path and seeks required approvals.
• Participates in on-call rotation.

Qualifications

• Associate's degree, technical training school completion, or equivalent work experience.
• Minimum of 1 year technical help desk experience.
• Capable of working in a team environment demonstrating good communication skills.
• Strong understanding of basic networking concepts, computer hardware, and software support.
• Good working knowledge of Windows 10/11, Microsoft Office 2016/365 applications, Mac OS and mobile devices (Android & iPhone).

Preferred Qualifications

• Minimum of 2 years of technical help desk experience.
• Exceeds expectations working within a team environment and has excellent oral and written communication skills.
• Advanced knowledge of troubleshooting complex issues, such as network printers, remote connectivity, software support, hardware issues, and Microsoft Office 365.
• Experience supporting virtualization, VMware Horizon, VMware vSphere, VPN, Microsoft Endpoint Manager (previously System Center Configuration Manager), and Active Directory.
• Law firm or professional services experience preferred.

Essential Functions

• Customer Service (35%): Provides courteous and efficient technical customer service support for all business applications, including enterprise, and division/departmental applications as well as hardware environment.
• Troubleshooting (25%): Performs restorative and maintenance actions either remotely or at the user’s location to resolve problems using basic troubleshooting and technical skills.
• Documentation (20%): Maintains timely entry of accurate information and data regarding user issues within the tracking system and according to policies and standards.
• Projects and Teamwork (10%): Provide direct, routine technical support/advice, troubleshooting assistance, problem resolution, and responses to inquiries. Works collaboratively with Help Desk team via instant messaging, email and phone to expedite solutions for users.
• General and Administrative (10%): Performs other duties as assigned.

Competencies

• Strong verbal and written communication skills.
• Self-motivated with excellent organizational skills and attention to detail.
• Highly professional with a strong customer service orientation, commitment to meeting deadlines, and ability to multitask in a fast-paced and dynamic environment.
• Strong professional, independent thinking skills with strength in problem solving and the ability to offer constructive opinions and creative solutions.
• A team player who motivates and educates other team members.

Work Environment & Physical Demands

• This job operates in a professional office environment.
• The role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• While performing the responsibilities of the position, these work environment characteristics are representative of the environment the person in this position will encounter.
• Standard desk position with frequent computer usage.
• Shift-based (full-time based on your region) with shift start times varying from 7 am to 10:30 am and shift end times varying from 4:30 pm to 9 pm.
• After-hours rotating on-call shift, 9:00 pm – 7:00 am (Mon-Fri), 24-hour Sat-Sun support.
• May be fast paced environment.
• Overtime required, as necessary.

EEO Statement

Stinson LLP is an equal employment opportunity (EEO) employer. We encourage qualified minority, female, veteran, disabled, and other diverse candidates to apply to be considered for open positions. We offer a competitive compensation and benefits package. We conduct criminal background checks on all individuals offered employment. Information gathered through applicant voluntary self-identification will be used for statistical reporting and to measure the effectiveness of our EEO outreach efforts. All information is requested on a voluntary basis and will be kept confidential. We will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

Benefits & Compensation

At Stinson LLP, we are committed to the success of our employees. We are equally committed to providing competitive, affordable health and wellness benefits to help take care of yourself and your family, including:

• Medical, dental, and vision health plans
• Medical savings accounts
• Firm-provided Employee Assistance Program (EAP), Wellness Program, and Caregiving Support Concierge Services
• Employer-paid life insurance and AD&D
• Short- and long-term disability benefits
• Generous paid time off for holidays, vacation, bereavement, jury duty, and paid leave for sick and safe time, parental, and military
• Excellent work-life programs, including service bonuses, back-up child, elder, and pet care, and an employee discount program

The salary range for this role is $52,000 - $63,000. The salary range for this position is based on a variety of factors, including experience, skills, qualifications, and location. The range is provided as an initial approximation at the time of posting and may vary based on the individual’s unique qualifications and experience.