Help Desk Analyst

Jackson Lewis • Denver, CO

2d

About The Position

Jackson Lewis P.C. is seeking an independent, detail-oriented Help Desk Analyst to provide first-contact telephone and email support to attorneys and business professionals. The role also provides deskside support to the analyst’s local office and region as needed and directed. The analyst delivers customer service focused on resolving end-user issues and requests promptly, supports applications, desktops, telecommunications software and hardware, and works with the support team to meet service objectives and complete Service Desk projects. The role may require occasional travel to other office locations or work outside standard business hours to support IT needs. The listed essential functions are not exhaustive and may be revised by the Firm.

Requirements

• At least 2 years of Service Desk experience.
• Excellent knowledge of Microsoft Windows operating systems.
• Excellent knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook and Exchange.
• Proficiency with PC hardware.
• General understanding of Incident Management and IT ticket systems.
• Excellent customer service, verbal and written communication, telephone, interpersonal, analytical and organizational skills.
• Reliability, punctuality and consistent attendance.
• Ability to work as a team player and be creative, innovative, flexible and enthusiastic.
• Ability to work independently on special assignments.
• Ability to lift computer equipment.
• Associate’s degree in a related field preferred, or an equivalent combination of education and 2 to 4 years of relevant work experience.

Nice To Haves

• Experience with macOS.
• Experience with ServiceNow.
• Law firm experience.

Responsibilities

• Provide exceptional customer service and phone support while maintaining high availability standards.
• Provide application, desktop, telecommunications software and hardware support, aiming to resolve end-user issues immediately.
• Document end-user issues and requests in the IT Service Desk service management application.
• Provide deskside hardware, software and systems support to end users.
• Work with the support staff to complete Service Desk-related projects and meet team Service Level Objectives.
• Identify and resolve IT infrastructure and desktop issues.
• Furnish reports, information and documentation as directed by management.
• Retain ownership of assigned issues and requests until escalation or closure.
• Assist with system-related moves, adds, changes and upgrades.
• Compile, document and distribute troubleshooting techniques that may benefit the team.
• Participate in department initiatives and represent the department as a technical staff member.
• Continue learning through training platforms and other educational opportunities as required.
• Perform computer imaging as needed and directed.
• Identify and document recurring issues, present possible solutions to management, and suggest or implement ideas to improve Service Desk processes.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree