Help Desk Technician

The Help Desk Technician provides technical assistance and support for incoming inquiries related to firm computer systems, hardware, software, and remote access. Responds to support requests either over the phone or via email in a professional, confident, and courteous manner. Thoroughly documents support requests using the IT Help Desk ticketing system. Facilitates issue handling and escalation with cross-functional support staff to achieve timely resolution. Monitors help desk issues to identify broader trends and themes, working with IT Help Desk/End User Support management as needed to evaluate potential problems as part of the ITIL/ITSM discipline. Follows up with customers, provides feedback, and sees problems through to resolution. Keeps up-to-date with the Firm’s policies and procedures as they apply to the usage of technology. Writes tips, frequently asked questions, and knowledge articles for the firm’s knowledge base and authors/maintains the Help Desk knowledge base articles. Stays up-to-date on Firm technology and systems, required skills and competencies, as well as policies and procedures through self guided learning and review of training materials created by the IT Help Desk management/training staff. Performs independent research on systems to solve intricate or difficult technical problems. Uphold high standards of confidentiality, discretion, and integrity, particularly with respect to all sensitive and/or confidential firm and client information to which this position will have access. Additional duties as assigned or required.

Do you have experience in Ticketing system technical support?, College degree is strongly preferred, ideally in Computer Science, Information Systems, or a related technical discipline. Appropriate technical certification(s) are preferred. Minimum of 2+ years of relevant experience, ideally in a large Law Firm setting, a comparable professional services organization, or a legal information services provider. Previous exposure to law firm environment is highly preferred. Demonstrated experience with technical troubleshooting and root-cause analysis. Specialized knowledge of applications and systems common to a law firm (e.g., Collaboration solutions, Document Management Solutions). Specialized knowledge of operation system configuration and troubleshooting (e.g., windows platforms). Specialized knowledge of common user devices and troubleshooting (e.g., laptops and peripherals, mobile, audio video, printing, multi-function). Specialized knowledge of networking and connectivity devices and troubleshooting. Working knowledge of leading service desk performance indicators and service level standards. Working knowledge of leading service desk technology solutions for IT and non-IT users (e.g., ServiceNow). Working knowledge of best practices for designing, implementing, and continuously refining a global, tiered IT support desk model. Working knowledge of ITIL-oriented process design for IT Service Management. Working knowledge of leading service desk performance indicators and service level standards. Working knowledge of leading service desk technology solutions for IT and non-IT users (e.g., ServiceNow).

$51,000 - $82,000 a year - Full-time