HELPDESK Analyst

SKILLS/QUALIFICATIONS

• Strong communication and interpersonal skills, high energy, creativity and initiative imperative.
• The ability to work independently and make good independent judgments.
• Strong knowledge and experience with Microsoft OS, e.g., Windows 10 and technologies, including, Active Directory & Group Policy Objects, Office 2016 suite.
• General experience with Windows servers.
• Good working knowledge and experience with law office core software, including document management products, e.g., NetDocuments.  
• iScrub, iCreate , Access, Citrix, VPN, Software Distribution products, Ricoh copiers and general desktop troubleshooting) .
• General knowledge of IP Phones.
• Acts first tier as a subject matter expert with respect to local workstation application installation, configuration and troubleshooting
• Works independently to learn how to install, troubleshoot, document and support new applications
• Possess excellent problem solving skills.
• Ability to work well under pressure.
• Ability to work professionally and in an environment with minimal or no supervision.
• Exceptional customer service and telephone skills essential.
• Must be flexible for overtime and available to work weekend/holiday coverage periodically. Participates in after-hours support as needed.
• Must continually maintain and expand working knowledge of current Firm-supported and future technologies to provide technically accurate solutions to end-users.

RESPONSIBILITIES

• Interface with attorneys and legal support staff to ensure business requirements are understood and needs are met
• Foster collaborative relationships with peers, vendors and internal customers to ensure users are receiving excellent service, training and assistance.
• Provide implementation support and services for IT desktop technology initiatives as it relates to support and training.
• Follows instructions and procedures.
• Enter all helpdesk calls.
• Utilize firm IT solutions and support knowledgebase and work order tracking for user support metrics.
• Participate in the creation and maintenance of end-user documentation and training programs as it relates to the responsible region or office.
• Manage software quality assurance, reporting and testing and provide effective feedback and communications to firm IT when requiring assistance in resolving and issues.
• Apply technical and professional expertise to manage the daily activities of the user and systems functions. Understand appropriate levels of escalation and priorities in relation to these escalations.
• Act as main point of contact for major escalation issues, including coordination of Level 2 & 3 escalation to firm level IT senior management.
• Tasks and Projects as assigned by management.