Tier 2 Help Desk Engineer

Role Summary:

The Helpdesk Technician, under general supervision of the IT Service Desk Manager, provides front- line support to attorneys, staff, and business partners on firm provided technologies. Additionally, the analyst will be asked to work on special projects as defined by the IT Service Desk Manager.

Essential Duties and Responsibilities:

• Provide coverage as needed for team members in the event of vacation and/or illness.
• Create and update documentation on processes, configurations, and procedures
• Demonstrate scheduling flexibility in order to accommodate staggered shifts which ensure coverage for customers across all sites during normal operating hours.
• Perform basic system administration tasks, including account creation/modification/deletion.
• Consistently and thoroughly log all incidents and requests in the ITSM tool. This includes thorough incident descriptions, timely updates of steps taken, and detailed close notes.
• Interact and communicate with customers and colleagues in-person and via telephone, email, and IM in a respectful, professional, and effective manner.
• Participant actively in a culture of respect, knowledge sharing, and cross-training.
• Accountable for the timely completion of the work in assigned queue(s) which can include in-person floor support, tier-2 troubleshooting, video conference setup, request fulfillment, and more.
• Promote the use of technology and empower customers with the technical knowledge necessary‚ to make the most of the firm's IT Services.
• Operate as the front line of technology support for firm attorneys and staff by solving basic technical issues and completing technical requests.
• Perform other duties as assigned.
• Participate in an after-hours on-call rotation, requiring you to be easily reachable and able to provide rapid response to emergency support requests when you are on call.
• Participate on team and cross-team projects.
• Triage new issues and request from inbound Service Desk phone calls and customer created incidents in the ITSM tool. Provide immediate resolution when possible or route to the appropriate work queue.
• Keep impacted customers regularly informed and set appropriate expectations.

Qualifications:

• Strong understanding of Microsoft Windows operating systems and utilities required
• 1 or more years of related IT experience, including experience in the support of desktop hardware, software, and Microsoft operating systems required
• General proficiency in MS Office 2016 suite of products is required
• ITIL Foundations Certification is a strong plus
• Experience managing workload based on metrics and SLAs preferred
• General understanding with TCP/IP networking
• Certifications such as A+, MCITP, MCSA, MCSE, CCNA, Network+, etc. are a strong plus
• Bachelor's degree in related field preferred
• Experience working in a call-center based IT environment preferred
• Experience using a ticket management system to document and track work required (i.e. ServiceNow, Easy Vista, Track It, etc.)
• Strong understanding of PC and laptop hardware