Help Desk Analyst Jobs

Full Time- Hours: Fridays 10am-10pm, Saturday & Sunday 9am-10pm

Location: Remote, but needs to live commutable to the NYC area

The Help Desk Analyst provides technical support to the firm’s attorneys and business staff in accordance to the established Service Level Agreements (SLA).

Responsibilities

• Coordinates with desktop engineers to resolve hardware and software issues.
• Ensures incoming calls to the Help Desk are entered with accurate detail into the tracking system.
• Installs and upgrades PC components and software, and plans for/responds to service outages and other problems.
• Diagnoses problems through discussions with users and coordinating with internal IT organization support and operations groups and/or with vendors to resolve problems
• Trains users on the use of new technology and software.
• Ensures all phases of the Help Desk are properly coordinated, logged, resolved, and followed up properly. Accountability is essential in providing quality customer service.
• Escalates/delegates responsibilities and objectives for assigned tasks.
• Responds to telephone calls, emails, and personnel requests for technical support.
• Maintains and troubleshoots a range of user problems, including PC hardware/software/LAN and Voice network.
• Assists with various projects and tasks.
• Provides feedback to the Help Desk Team with operational needs, training requirements and systems issues.
• Participates in various IT projects working with internal and external teams.
• Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems.
• Operates with thorough knowledge of document production software and procedures within the firm.

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Qualifications

• Proficient with MS Office Suite (2016-21), Windows 10, Outlook 2016, DeskSite, Document Comparison Tools/Track Changes, Adobe Acrobat, Interaction - Citrix Remote Access, Zoom, MS Teams a plus.
• Awareness and practical understanding of current technologies and their application.
• Previous law firm or professional services experience desired.
• Ability to analyze issues, establish priorities, anticipate consequences, make decisions, and take action with fine attention to detail.
• Working knowledge and background in Help Desk operations, Windows-based workstations, and related peripherals.
• Bachelor’s degree in Information Technology or relevant field preferred; equivalent work experience required.
• Ability to understand and diagnose various computer software applications.
• Expert knowledge of native Word and other legal applications.