Help Desk Technician

Essential functions are primary job duties that an individual must be able to perform successfully with or without a reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Serve as the first point of contact for Firm employees and/or clients seeking technical hardware and software assistance via telephone, email, in-person, or voicemail. This position is primarily phone and email support; strong ability to multi-task by remaining available on phone, managing and responding to incoming Help Desk email, attending to in-person requests, and completing other IT-generated tasks. Ability to effectively vet, collect, and evaluate detailed information from end-users to determine method of resolution; log pertinent information and specific details gathered from end-user and categorize, and prioritize requests in the Help Desk ticketing system, ensuring information entered is accurate, descriptive, readable, and grammatically correct Analyze problems in order to: (1) resolve hardware/software solutions by telephone or email; or (2) if issue cannot be resolved at 1st level decide proper level of escalation either to higher level of technical staff, or IT Management Maintain a high level of courteous customer service and patience at all times with ability to anticipate end-users needs. Communicate professionally with end-users the status of problem resolution ensuring satisfactory outcome. KNOWLEDGE, SKILLS, AND ABILITIES High school diploma or equivalent and two or more years concentrated Help Desk experience preferably in a law firm environment; or equivalent combination of education and experience. Certification in Microsoft Office is desired. MTA, MCSA Windows10, or A Certification desired. Proficiency in the operation and use of computers with advanced technical knowledge and experience working with various systems and software including, but not limited to, Windows 10, iManage (Document Management System), Microsoft Office products including Outlook, Word, Excel, PowerPoint and Access, Adobe Acrobat, Cisco Jabber, internet web browsers, Microsoft System Center Configuration Manager Console (SCCM), RSA Security Console, Active Directory, Service Now, Windows Remote Desktop Connection, Cisco IP phones, Cisco Finesse Agent Desktop (ACD), Cisco Unified Communications/Self Care Portal, MS Exchange Admin Center, Trend Micro InterScan Messaging Security Virtual Applicance, basic knowledge of mobile devices including iOS and android, as well as proficiency troubleshooting remote access applications such as Cisco Any Connect (VPN), Company (VDI) and Citrix using remote control tools such as Bomgar or SCCM Remote Control Viewer.

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