Help Desk -IT Service & Support - Remote

Overview

Our client, a successful Los Angeles based Law Firm is now hiring for a Help Desk and IT Service and Support Analyst to serve as a member of a dynamic Customer Experience “Help Desk” team that processes and resolves incoming user support issues and questions in a timely manner. The team supports technical software, hardware, mobile devices, telephone and audio-video conferencing for Corporate Law Firm employees or guests.

In Short

• Respond to Help Desk requests via telephone, email, remote access, and in-person.
• Track all end-user support activities through an incident tracking system.
• Diagnose and resolve end-user issues including hardware, software, and network problems.
• Deliver, tag, and configure end-user PC desktop hardware and software.
• Participate in a rotating on-call schedule for after hours and weekend support.
• Develop and maintain proficiency with firm technologies.
• Research and resolve complex technical issues independently.
• Provide exceptional service and support to all end-users.
• Coordinate setup of New Hire accounts and equipment.
• Gather details and document customer issues in ServiceNow.

Requirements

• Advanced knowledge/experience with Windows operating systems and Microsoft Office.
• Experience with videoconferencing equipment and document management systems.
• Strong network experience is a plus.
• Strong interpersonal skills and customer-focused.
• Ability to adapt to technology changes.
• Self-motivated with decision-making skills in high-pressure environments.
• Bachelor’s degree in computer science or equivalent work experience preferred.
• Two years of experience in a law firm environment preferred.

Benefits

• Working From Anywhere (WFA) and hybrid work format.
• Dynamic team environment.
• 24/7 support services.
• Opportunity to work with advanced technologies.
• Professional development opportunities.