Help Desk Analyst
Job Functions:
- Provides first level phone and remote support to internal and external customers who are experiencing operational, hardware and/or network connectivity problems with their computers and associated software.
- Performs initial information gathering, troubleshooting, and resolution; documents findings and collaborates with senior support personnel to resolve escalated issues as requested.
- Works closely with the Associate IT Support Manager to identify, escalate, and help remediate unusual, recurring, or high-impact incidents.
- Maintains a working knowledge of all Firm?supported applications, systems, devices, and standard operating procedures.
- Accurately documents, logs, and tracks incidents, requests, and resolutions in the ITSM platform, including authoring and submitting knowledge base articles for review and approval.
- Identifies opportunities to improve Help Desk workflows, efficiency, and overall client service experience.
- Ensures adherence to proper ticket lifecycle management, including prioritization, escalation, communication, and closure.
- Assists with conference room technology setup, troubleshooting, and ensures all audiovisual equipment is operational.
- Provides on?site hardware and peripheral support, including workstations, laptops, printers, and mobile devices.
- Supports new hire onboarding, office moves, and workstation deployments, including device imaging, quality control, and post?deployment validation.
- Participates in floor support, training initiatives, and special projects as assigned.
- Provides basic troubleshooting support for employee home office environments, including wireless networking and remote connectivity issues.
- Provides frontline support for Firm approved AI tools and automation platforms, including basic troubleshooting and user guidance.
- Assists users with responsible and effective use of AI features in accordance with Firm policies, security standards, and data-handling requirements.
- Demonstrates strong critical?thinking skills, sound judgment, and effective problem?solving abilities.
Qualifications:
- Demonstrated experience working in a help desk role.
- Bachelor’s degree is preferred.
- 1-2 years’ experience working in a help desk role. Legal help desk experience is preferred.
- Strong Windows 10, Office O365, and end user applications knowledge.
- Excellent telephone etiquette and command of the English language with a demonstrated ability to maintain a customer service focus and a positive attitude at all times.
- Ability to work effectively with all levels within an organization.
- Proven ability to work on multiple projects and priorities in a deadline driven environment.
- Must have physical ability to lift and move computer and related equipment.
Work Authorization:
- Applicants must be legally authorized to work in the United States without the need for sponsorship by the Firm (either now or in the future).
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