IT Help Desk/Service & Support Analyst - Remote

Overview

An immediate opening for an IT Help Desk/Service & Support Analyst at a nationally recognized law firm, focusing on resolving user support issues and providing exceptional service.

In Short

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

Requirements

• Advanced knowledge of Windows OS and Microsoft Office.
• Experience with videoconferencing equipment and document management systems.
• Excellent verbal and written communication skills.
• Strong problem-solving and root-cause analysis skills.
• Strong interpersonal skills and customer-focused approach.
• Attention to detail and quality of work.
• Ability to adapt to technology changes.
• Self-motivated and able to work under pressure.
• Bachelor’s degree in computer science or equivalent experience preferred.
• Two years of experience in a law firm environment preferred.

Benefits

• Competitive salary and benefits.
• Support for Working From Anywhere (WFA) and hybrid work format.
• Collaborative and congenial working atmosphere.
• Professional office environment with standard office equipment.