Ref No.: 18-05192
Location: Washington, District of Columbia
Position Type:Direct Placement
Pay Rate : $ 60,000.00 - 70,000.00 /Year
Help Desk Analyst
 
Hours: 1:30 p.m. - 10:00 p.m.  
 
Summary:
Responsible for providing technical assistance and support related to company computer systems, hardware, software, and remote access.
 
Responsibilities:
 
  • Provide technical assistance and support for incoming inquiries related to firm computer systems, hardware, software, and remote access
  • Respond to support requests either in person, over the phone, or via email in a professional, confident, and courteous manner
  • Thoroughly document support requests using the helpdesk ticketing system
  • Follow up with customers, provide feedback, and see problems through to resolution
  • Keep up-to-date with the firm's policies and procedures as they apply to the usage of technology
  • Write tips, frequently asked questions, and knowledge articles for the firm's intranet and helpdesk knowledgebase
  • Stay up-to-date on firm technology through self-guided learning and review of training materials created by the training staff
  • Availability to provide onsite and remote coverage outside of normal business hours as needed
 
Required:
 
  • Minimum of 3 years working on a Help Desk or related experience
  • Previous exposure to law firm environment or legal documents highly preferred
  • Excellent verbal, written, and interpersonal skills
  • Proven experience working in a stressful environment
  • Familiarity with Windows 7/10 operating systems and Active Directory
  • Knowledgeable primarily on application specific questions (Microsoft Office 2010 and higher, Adobe Acrobat, iManage), remote access (Citrix and VPN), and mobile devices
  • Excellent follow through, attention to detail, and organizational skills
  • Ability to work independently and in a team environment
  • Excellent Customer service
  • ITIL v3 certified or familiarity with ITIL's best practices