Ogletree Deakins is one of the largest labor and employment law firms representing management in all types of employment-related legal matters. The firm has 850 lawyers located in 52 offices across the United States, Canada, Europe and Mexico. Ogletree Deakins has been named a Law Firm of the Year six consecutive years by U.S. News – Best Lawyers® “Best Law Firms.” In 2017, the publication named Ogletree Deakins its “Law Firm of the Year” in the Labor Law - Management category. In addition to handling labor and employment law matters, the firm has thriving practices focused on business immigration, employee benefits, and workplace safety and health law. Ogletree Deakins represents a diverse range of clients, from small businesses to Fortune 50 companies.
Our Greenville, SC administrative office has an opportunity for a Senior Help Desk Analyst to join the Firm’s expanding Technology Department.
We are fully committed to the importance of diversity within the legal profession, as well as all workplace environments and strongly encourage the interest of diverse candidates in the firm.
Equal Opportunity Employer.
Summary of Position:
The Senior Help Desk Analyst is primarily responsible for first and second level phone and email support for the firm on a variety of hardware and software. The Senior Help Desk Analyst acts as a mentor to the Help Desk analysts and is assigned as Subject Matter Expert in one or more areas of technology support. Regular schedule is 10:00AM-7:00PM Monday through Friday with some overtime and one on-call rotation every eight weeks.
The following are the most common duties/responsibilities of the position, but are not limited to and may be modified at any time:
Handle technical escalations from other Help Desk analysts
Subject Matter Expert (SME) for one or more IT services as it relates to Help Desk support
Works directly with service owners to develop and maintain support processes and procedures
Trains Help Desks analysts and acts as an initial escalation point for issues with these service(s)
Participates in new application testing and special projects
Real time KPI dashboard monitoring to ensure SLA compliance
Participate in new Help Desk analyst training
Problem analysis and resolution
Logs all help desk calls or email requests into the current IT Service Management System and updates incident and/or service request information
Analyzes, troubleshoots and resolves problems with a goal of 85% First Call Resolution
Escalates appropriately when necessary
Meets the business need by providing a workaround and sets and meets expectations
Follows up, ensuring the issue is resolved or the request is satisfied
Contributes to the IT Service Management knowledge-base
Provides excellent customer service and practices total contact ownership from acknowledgement to closure
Contributes to the good of the IT Department and the entire firm
The following are some of the most common technologies used in the offices that would be supported by the Help Desk Analyst:
Dell/Lenovo desktops and laptops
Windows 10, Windows 7, Office 2016, Office 2010, Lync, Autonomy FileSite (DMS)
Mobile device support including iOS, Android, Windows and BlackBerry devices
VPN and Microsoft Remote Desktop Services on all platforms
5+ years Microsoft product support experience including Windows 10, Windows 7, Office 2016 & Office 2010
5+ years Help Desk experience in an enterprise environment. Law firm experience a major plus
ITILv3 certification or Help Desk Institute (HDI)
Document Management System support experience
Mobile Device Management experience
Four-year technical degree or equivalent work experience
Superior customer service/interpersonal skills (both oral & written)
Superior multi-task and time management skills
Independent analysis and strong problem solving skills
Excellent sense of urgency, attention to detail and the ability to triage incidents, problems, tasks, and projects quickly
Ability to work as a member of a team or independently
We are not working with outside recruiters for this position.
Ogletree Deakins offers a robust suite of benefits for our Staff including: Paid Time Off, Sick Time, a 401(k) matching program, Profit Sharing, 9 Paid Holidays, affordable Health and Life Insurance including Dental & Vision coverage, Health Savings Account (HSA)/Flexible Spending Accounts (FSAs) to help offset the cost of dependent care and/or health care expenses, Teladoc (24/7 access to a doctor by phone or online video), Tuition Reimbursement and an EAP.
If you have any questions about this opportunity or want to follow up on your application, please reach out to Megan Becker at firstname.lastname@example.org with “Senior Help Desk Analyst” in the subject line.
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Ogletree Deakins is one of the largest labor and employment law firms representing management in all types of employment-related legal matters. The firm has a reputation for legal excellence and responsive client service. Ogletree Deakins' labor and employment practice is complemented and supported by related practice groups in the areas of business immigration, litigation, employee benefits, occu...pational safety and health, and construction law.
With offices throughout the United States and in Europe, Canada, and Mexico, the firm represents a diverse range of clients. Our depth of experience in labor and employment law has produced a successful track record for our clients - Fortune 50 corporations to start-up companies.
Although the size and scope of our practice has grown over the past quarter century, our core values remain constant. We are committed to personalized attention, innovative solutions and old-fashioned hard work.
Our approach to providing clients with the resources to solve today's business challenges is always forward-thinking and strategic. We remain committed to providing our clients with an insider's view of the workplace issues of the day.