IT Help Desk Analyst

The Helpdesk Analyst is the internal customers’ front-line interface for all technology related incidents and requests. They will provide exemplary assistance to a wide variety of end users. The Helpdesk Analyst accepts ownership of the incident/request or delegates the ticket to the appropriate IT Team member to facilitate prompt action. They troubleshoot and determine the corrective action to resolve/facilitate the solution(s), and communicates any solutions to the team, and maintains a record of the incident/request history.

Duties:

· Serves as first point of contact for technical issues and requests.

· Monitors and administers tickets via the Helpdesk System.

· Provides high-quality telephone, email, and/or desk-side support.

· Works with internal employees, vendors, and/or clients to solve incidents, problems, and requests quickly and efficiently with minimal impact on business productivity.

· Configures system user accounts and user equipment (e.g. PCs, laptops, mobile devices, VoIP phones, and other peripherals) as needed.

· Maintains inventory and manages requests for loaner equipment.

· Manages all A/V setups and requests and ensures that the equipment is in working order for all events.

· Performs regular maintenance on unattended equipment, and loaner equipment to ensure they meet desired functionality requirements and are regularly updated.

· Documents all incidents and requests, their resolutions, and best practices for IT’s knowledgebase.

· Documents procedures (e.g. installation, setup, and problem resolutions).

· Ensure that all department documentation is up to date with software versions and any changes in procedure.

· Creates end-user documentation

· Manages the procedures for all incoming and departing employees as per HR workflows and makes sure that follow-up tasks are performed based on policies.

· Exhibits a strong sense of ownership to ensure the end-user is satisfied with the services provided.

· Stays up to date on technology especially when it relates to update/upgrade issues.

· Possesses strong self-motivational skills to ensure that tasks get completed on a timely manner without requiring reminders.

· Exhibits a desire to learn (not just in a technological sense)

· Possesses excellent troubleshooting skills.

· Participates in other projects and interdepartmental tasks as needed.

• Minimum 3 years’ experience with IT Help Desk
• CompTia Security+, CompTia A+, and CompTia Network+ preferred
• Outgoing personality
• Professional appearance
• Willingness to learn
• Strong problem-solving skills
• Is proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Strong organizational skills
• Excellent client service (both internally and externally)
• Strong communication (both verbal and written)
• Positive attitude
• Self-motivated to grow and advance in their career with HunterMaclean

Pulled from the full job description 401(k) Health insurance Paid time off Dental insurance, * 401(k)

• Dental insurance
• Health insurance
• Paid time off

We are looking for a professional and outgoing individual to join our IT department and manage the Helpdesk of our law firm. HunterMaclean is the largest law firm in Georgia outside of Atlanta and maintains a high level of care for our clients from all employees.