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Help Desk Analyst Jobs

Company

Jackson Lewis
Address , Los Angeles
Employment type FULL_TIME
Salary
Expires 2023-09-14
Posted at 8 months ago
Job Description
Focused on labor and employment law since 1958, Jackson Lewis P.C.’s 950+ attorneys located in major cities nationwide consistently identify and respond to new ways workplace law intersects business. We help employers develop proactive strategies, strong policies and business-oriented solutions to cultivate high-functioning workforces that are engaged, stable and diverse, and share our clients' goals to emphasize inclusivity and respect for the contribution of every employee.
The Firm is ranked in the First Tier nationally in the category of Labor and Employment Litigation, as well as in both Employment Law and Labor Law on behalf of Management, in the U.S. News - Best Lawyers® “Best Law Firms”.
The firm is seeking an independent, detail oriented individual to provide end-user desktop and telecommunications hardware and software support. The individual will provide telephone support to users and perform desk-side support as needed and directed. The Analyst will provide excellent customer service with the objective to provide immediate solutions for end user issues and requests.
Essential Functions
  • Computer imaging as needed and directed by IT.
  • Furnish reports, information and/or documentation as directed by management.
  • Identify/Document reoccurring issues and present to management possible solutions as well as Suggest/Implement innovative ideas to improve the Service Desk processes.
  • Work in conjunction with entire support staff in the successful completion of all Service Desk related projects.
  • Work toward team standards in relation to the current Service Level Objectives.
  • Provide phone support while maintaining a phone availability status of 85% or higher.
  • Compile/Document/Distribute new troubleshooting techniques when it would benefit the team.
  • Perform additional tasks as directed by management.
  • Provide high level application, desktop, and telecom software and hardware support with the expectation of immediate solutions for end user issues.
  • Participate in department initiatives and represent the department as a member of the technical staff. Keep abreast of technologies in the Desktop and Telecommunications environment by attending seminars and other educational opportunities as required.
  • Provide end-user hardware, software, and telecommunications desk-side system support.
  • Document end user issues/requests utilizing the IT Service Desk service management application.
  • Assist with execution of all desktop system and voice related moves, adds, changes, and upgrades.
  • Provide exceptional customer service.
  • Retain ownership of all issues/requests assigned until closure with end user agreement.
  • Provide identification/resolution for IT Infrastructure and desktop issues.
Qualifications/Skills Required
  • General understanding of Incident Management and IT ticket systems. Experience with ServiceNow is a plus.
  • Law firm experience a plus.
  • Team player, creative, innovative, flexible & enthusiastic.
  • Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Outlook and Exchange.
  • Excellent knowledge of MS Windows operating systems.
  • Experience with macOS is a plus.
  • Excellent customer service skills, including verbal and written communication skills; as well as telephone, interpersonal, analytical and organizational skills.
  • At least 2 years of Service Desk experience.
  • Ability to work independently on special assignments.
  • PC hardware proficiency (Intel/Mac/HP).
Educational Requirements
  • Associates Degree or equivalent work experience of 2 to 4 years required.
For California, the expected hourly range for this position is between $30 and $32. The actual compensation will be determined based on experience and other factors permitted by law.
Jackson Lewis understands that embracing our differences makes us a stronger, better firm. We appreciate the importance of having a workforce that reflects the various communities in which we work and we strive to create an inclusive environment where diverse employees want to work and where they can flourish professionally. In furtherance of our culture, all qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law. For those applying for a position in the city of Los Angeles, the firm will consider for employment qualified applicants with a criminal history in a manner consistent with applicable federal, state and local law.
Jackson Lewis understands that embracing our differences makes us a stronger, better firm. We appreciate the importance of having a workforce that reflects the various communities in which we work and we strive to create an inclusive environment where diverse employees want to work and where they can flourish professionally. In furtherance of our culture, all qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law. For those applying for a position in the city of Los Angeles, the firm will consider for employment qualified applicants with a criminal history in a manner consistent with applicable federal, state and local law.