Help Desk Analyst (On-Site)
About The Position
Provide Level 1 technical support. Provide friendly, courteous, and quality systems support to all users. Assist with advanced troubleshooting for special projects assigned by Helpdesk Supervisor. Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e., software, hardware, phones, mobile devices, and client specific applications). Assist users with various firm application support systems; Microsoft products including Office 365, iManage, Aderant and Power PDF and others. Assist with inventory control and tracking of IT assets throughout the firm. Perform employee office moves relating to IT. Image new computers and configure them for deployment to members. Manage Audio/Visual setups including conference calls and WebEx/Teams/Zoom events. Manage IT resources calendar for availability of A/V equipment and Mobile Hot Spots. Participate in an on-call after hours schedule for emergency assistance when needed.
Requirements
- Strong customer service and communication skills.
- Advanced knowledge in Microsoft Office 365 (i.e., Word, Excel, PowerPoint, Access).
- Knowledge of Android and iPhone device setup and troubleshooting.
- Intermediate knowledge of Windows 10 and Operating Systems.
- Knowledge of VPN and VMWare Horizon connectivity principles.
- Working knowledge of Active Directory and user account changes.
- Working Knowledge of Microsoft Teams including Teams voice and video conferencing.
- Technical aptitude with strong PC literacy skills.
- Strong problem-solving skills and decision-making ability.
- Ability to learn and apply technical information in a fast-paced, demanding work environment.
- Flexibility to accommodate helpdesk hours of operation, including participating in after-hour on-call schedule.
- Strong enthusiasm and desire to learn.
- Work well in a team environment.
- At least one year's experience in a Call Center/Helpdesk position.
- Minimum of associate's degree in computer technology or business-related degree or equivalent experience.
Nice To Haves
- A+ Certification.
- Certification as Microsoft Office Specialist.
Responsibilities
- Provide Level 1 technical support.
- Provide friendly, courteous, and quality systems support to all users.
- Assist with advanced troubleshooting for special projects assigned by Helpdesk Supervisor.
- Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e., software, hardware, phones, mobile devices, and client specific applications).
- Assist users with various firm application support systems; Microsoft products including Office 365, iManage, Aderant and Power PDF and others.
- Assist with inventory control and tracking of IT assets throughout the firm.
- Perform employee office moves relating to IT.
- Image new computers and configure them for deployment to members.
- Manage Audio/Visual setups including conference calls and WebEx/Teams/Zoom events.
- Manage IT resources calendar for availability of A/V equipment and Mobile Hot Spots.
- Participate in an on-call after hours schedule for emergency assistance when needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Professional, Scientific, and Technical Services
Education Level
Associate degree
Number of Employees
101-250 employees
