Help Desk Specialist

This position is a high profile, first line of contact for all employees at the Firm concerning technical issues. The clients have time constraints and deadlines to meet and could be calling from the office, at home or from a client location. This position will provide support to employees of the Firm's computer systems by analyzing and resolving problems either at initial contact or through troubleshooting and escalating to other IT groups. Employees are both external clients including lawyers, professionals and staff – and internal clients, i.e., the IT Department. The Help Desk Specialist will report to the IT Supervisor – Help Desk.

• Respond to approximately 35 customer contacts per shift from all Firm offices and be part of a team of six that actively monitors and responds to all customer contact, whether by ACD system, voicemail, email or instant messaging.
• Troubleshoot customer issues using best practices, internal tools, standard troubleshooting techniques and external resources.
• Log all Helpdesk calls/emails in the incident tracking system; creating accurate, succinct entries and escalating when necessary.
• Monitor and follow-up on all assigned tickets in the incident tracking system, ensuring timely proper resolution, customer contact and satisfaction.
• Analyze, research and resolve problems according to shifting priorities, time frames and resources, as well as documenting resolutions in the incident tracking system and communicating such to appropriate personnel (team, department, and clients where applicable).
• Assess and prioritize technical requests using IT operational strategies. Communicate answers to technical requests in a tactful and concise manner.
• Be mindful of role as “public relations” arm of the IT Department and dispense information accordingly.
• Participate in internal meetings with Helpdesk Team. Be prepared to discuss status of projects and current issues.
• Coordinate with other team members for providing answers to difficult questions and resolve user problems and requests. Keep peers and Supervisor informed of trends, significant problems and unexpected delays of service.
• Adjust to departmental staffing levels, coordinate workload with Team members, and provide extended coverage when needed.
• Assist in assignments that have an impact on our customers, including software testing, hardware setups, and off-hours projects.
• Assist in the collection of data for identifying user requirements, which may result in future system development or training.
• Strive to maintain a current level of knowledge of the computer/legal industry and Helpdesks in particular.
• Expect to troubleshoot and resolve 80% of software, hardware, printer and network issues and requests before escalation.
• Be conscious of methods to reduce call volume and communicate such.
• Be part of the After Hours On-Call weekly rotation, providing 24x7 technical support for the Firm.
• Provide coverage for up to one “soft” holiday per calendar year.
• Assume additional responsibilities as requested.
• This role requires 60% in office presence; remote work is permissible 40% of the time.

• 3+ years of technical customer service/word processing experience in a professional environment.
  • Law firm experience preferred.
• Strong customer service focus combined with excellent analytical, listening, written and verbal communication skills.
• Proficiency working with/supporting Microsoft Office applications.

• Experience with incident tracking systems.
• Knowledge and experience with Microsoft Operating Systems, Handheld Data Devices (iPhones, Android phones), iManage, Innova and Citrix preferred.
• Familiarity of ITIL foundation and best practices.
• Flexibility to occasionally be a part of the After Hours On-Call rotation