Service Desk Specialist

Responsibilities

• Provide support via telephone and e-mail for all Firm users on all software applications as well as hardware.
• Respond to end user inquiries within agreed-upon timeframes.
• Track customer calls and emails, recording detailed and accurate information in the tracking system.
• Participate in training and work to develop and maintain top knowledge in existing and new technologies to provide most effective support for requests.
• Research information through internal and external sources.
• Aid in developing reference materials in the knowledge base for known issues and solutions.
• Assist in identifying needs for improvement within the team and suggesting processes to improve.

Qualifications

• Preferred degree or two years related experience and/or training experience.
• Solid understanding and strong technical knowledge of network and PC operating systems, applications, LAN/WAN hardware, security, protocols, and standards, including: Microsoft Windows, Microsoft Office, e-mail, file and print services, telecommunications, remote access, virtual private networks, firewalls, access control, and encryption.
• Working knowledge of iManage document management software - knowledge of other legal software preferred.
• Exposure to virtual meeting software (Microsoft Teams, Zoom, etc.....).
• Demonstrated ability to apply technology solutions to solve business problems.
• Proven experience in customer service delivery and support design.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptionally self-motivated, self-directed, and attentive to detail.
• Excellent written, oral, and interpersonal communication skills.
• Ability to present technical ideas in business-friendly and user-friendly language.
• Exceptional service orientation.
• Knowledge of applicable laws and regulations as they relate to technology issues and data privacy laws and practices.