Helpdesk Analyst

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.

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., * 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