Ref No.: 18-02667
Location: West Harrison, New York
Position Type:Full Time
Pay Rate : $ 55,000.00 - 60,000.00 /Year
Our Client is a nationwide law firm and they are currently building out their end user support team in White Plains. The Firm is seeking an independent, detail-oriented individual to provide end-user desktop and telecommunications hardware and software support.

The individual will provide telephone support to users and perform desk-side support as needed and directed. The Analyst will provide excellent customer service with the objective to provide immediate solutions for end user issues and requests.

Essential Functions
  • Provide exceptional customer service.
  • Provide phone support while maintaining a phone availability status of 75% or higher.
  • Provide high level application, desktop and telecom software and hardware support with the expectation of immediate solutions for end user issues.
  • Document end user issues/requests utilizing the IT Service Desk service management application.
  • Provide end-user hardware, software, and telecommunications desk-side system support.
  • Work in conjunction with entire support staff in the successful completion of all Service Desk related projects.
  • Work toward team standards in relation to the current Service Level Objectives.
  • Provide identification/resolution for IT Infrastructure and desktop issues.
  • Furnish reports, information and/or documentation as directed by management.
  • Retain ownership of all issues/requests assigned until closure with end user agreement.
  • Assist with execution of all desktop system and voice related moves, adds, changes, and upgrades.
  • Compile/Document/Distribute new troubleshooting techniques when it would benefit the team.
  • Participate in department initiatives and represent the department as a member of the technical staff. Keep abreast of technologies in the Desktop and Telecommunications environment by attending seminars and other educational opportunities as required.
  • Computer imaging as needed and directed by IT.
  • Identify/Document reoccurring issues and present to management possible solutions as well as Suggest/Implement innovative ideas to improve the Service Desk processes.
  • Perform additional tasks as directed by management.
Qualifications/Skills Required
  • At least 2 years of Help Desk experience.
  • Excellent knowledge of MS Windows operating systems.
  • Experience with MAC OS is a plus.
  • Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint and Outlook
  • Hardware proficiency (Windows/Mac).
  • General understanding of Incident Management and IT ticket systems. Experience with Service-Now is a plus.
  • Excellent customer service skills, including verbal and written communication skills; as well as telephone, interpersonal, analytical and organizational skills.
  • Team player, creative, innovative, flexible & enthusiastic.
  • Ability to work independently on special assignments.
  • Law firm experience a plus.
Educational Requirements
  • Associates Degree or equivalent work experience of 2 to 4 years required.