Service Desk Specialist

Summary:: Under the direct supervision of the Manager of User Technology and according to established Firm policies and procedures, the Service Desk Analyst is responsible for the Firm wide support to our end users., * Provide support via telephone and e-mail for all Firm users on all software applications as well as hardware.

• Respond to end user inquiries within agreed-upon timeframes.
• Tracking customer calls and e-mails recording detailed and accurate information in the tracking system.
• Participating in training and working to develop and maintain top knowledge in existing and new technologies to provide most effective support for request.
• Solid ability to research information through internal and external sources.
• Assist in developing reference materials in the knowledge base for known issues and solutions.
• Proficiency in Remote Computing and Citrix experience.
• Ability to know when to escalate an end user issue and to whom, both within and outside of IT
• Identify needs for improvement within the team and suggest a process to improve.
• Other duties as assigned.

Do you have experience in iManage?, The employee must be able to perform all essential job duties and responsibilities of this position satisfactorily and as outlined, with or without reasonable accommodations. Reasonable accommodation requests may be accommodated, absent undue firm hardship.

Qualifications: (i.e. education, years of experience)

• Degree or two years related experience and/or training experience preferred; previous work experiences in a legal environment a plus.
• Solid understanding and strong technical knowledge of network and PC operating systems, applications, LAN/WAN hardware, security, protocols, and standards, including: Microsoft Windows, Microsoft Office, e-mail, file and print services, telecommunications, remote access, virtual private networks, firewalls, access control, and encryption.
• Working knowledge of iManage document management software - knowledge of other legal software preferred.
• Exposure to virtual meeting software (Microsoft Teams, Zoom, etc ….. )
• Demonstrated ability to apply technology solutions to solve business problems.
• Proven experience in customer service delivery and support design.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptionally self-motivated, self-directed, and attentive to detail.
• Excellent written, oral, and interpersonal communication skills.
• Ability to present technical ideas in business-friendly and user-friendly language.
• Exceptional service orientation.
• Knowledge of applicable laws and regulations as they relate to technology issues and data privacy laws and practices.

• On-call availability and periodic overtime.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
• Occasional inspection of cables in floors and ceilings.
• Lifting and transporting of moderately heavy objects up to 50 pounds.
• Normal office environment with little exposure to excessive noise, dust, temperature and the like.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.