IT Helpdesk Analyst

01.26.2021

The IT Helpdesk Analyst, under the supervision of the IT Manager, is responsible for troubleshooting and addressing the technical needs of the Firm population.  The successful candidate must be able to work in a team setting and demonstrate excellent customer service skills.  In addition to the duties and responsibilities identified below, the Helpdesk Analyst must be willing to work a flexible schedule when necessary and rotate on-call coverage for after-hours support.

DUTIES & RESPONSIBILITIES

Provide on-demand support to end-users on all technologies supplied and maintained by the Firm, including Windows 10 Operating System, Office 365, iManage, Kofax PDF, Apple mobile devices, videoconferencing hardware, virtual desktops/remote connections, printer connections, Active Directory, user account creation and termination, etc.

Core Hours are Monday through Friday, 8:00 am to 5:00 p.m.  Must be flexible to work additional hours.

Perform other duties as assigned

Educational Requirements

Bachelor’s or technical degree in computer science, information systems or other industry related curriculum

Sufficient and relevant work experience may be considered in lieu of the educational requirements

Certifications (Microsoft, etc.) preferred

Experience Requirements

A minimum of 3 years Helpdesk experience in a professional services business; law firm experience preferred

Core Skills:

Excellent verbal and written communication skills and the ability to interact with a diverse group of clients and staff

Strong customer service focus and sense of urgency; ability to work well under pressure

Good diagnostic and problem-solving skills, especially when an answer is not readily apparent

Strong team player

Solid knowledge of Windows 10 Operating System

Experience with document management systems (iManage preferred)

Experience supporting remote connectivity issues

Experience provisioning and supporting Apple iPhones and iPads

Willingness to step outside of comfort zone and learn new technologies

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