In a law firm environment, the Help Desk Analyst will have the appropriate technical expertise to work with all levels of Firm personnel and outside service companies to install, maintain, repair and/or upgrade IT hardware or software. In addition, for end users requesting technical service and support this person will work towards maximizing productivity by providing exceptional user support across the LAN and WAN environments. The Help Desk Analyst will have excellent interpersonal and telephone skills with a proven background. This person is expected to have a high degree of professionalism, good listening skills and a great deal of patience. They will be responsible for providing a solution, being very responsive to urgent requests and/or outages with a certain degree of calm and confidence and escalating, when necessary, in order to meet the Firm's needs. The Help Desk Analyst will perform the duties of the position according to the Firm's policies and procedures, while maintaining the strictest confidentiality of client and firm matters at all times.
DUTIES AND RESPONSIBILITIES
The essential functions require the Help Desk Analyst to take calls, provide remote support and visit floor locations in order to install, troubleshoot, maintain and support IT applications
and equipment - such as laptops, desktops, mobile devices, printers, monitors, telephones, etc.
Responds to all daily requests for IT technical service and support whether via phone, email, voicemail, in-person or via ticket notification.
Creating and updating tickets for incident lifecycle tracking, follow-up and root cause resolution, meeting SLA agreements, KPIs and standard performance metrics.
Displays the highest level of customer service, interpersonal skills and professionalism by responding to customer needs in a timely and supportive manner, without delay.
Works with IT leadership and colleagues, in the Los Angeles, San Francisco and Orange County offices for daily operations, firmwide projects and initiatives.
Demonstrates a unique blend of technical and customer service skills with a professional and pleasant personality.
Communicating effectively with good listening skills and readily identifying with the needs of the customer.
Contributes to and updates the solutions knowledge base, evaluating and reporting trends.
Limited assistance with the IT Trainer for internal training and professional development programs, for example, new hire orientation and on-boarding.
Maintains knowledge of the Firm's policies and procedures and firm-supported technologies, while being aware of current industry trends and technologies.
Setups and maintains multimedia and video conferencing systems for internal/external meetings.
Debugging and troubleshooting connectivity and network failures both from within the office and via remote access.
Participates in the 24x7 weekend IT On-Call program, once out of every six weekends.
Flexible and available to work after-hours and overtime as needed.
PREFERRED KNOWLEDGE, SKILLS AND ABILITIES
Minimum 3 years’ experience working in a Help Desk or Desktop Support role, in a law firm environment
Associate/Bachelor's degree in a related technical field or equivalent work experience
HDI Support Center Analyst (HDI-SCA), ITIL Foundations, MCP, A+ certification(s) preferred
Experience using IT incident and problem management solutions, aka, call-tracking systems
Experience using remote support solutions for debugging and troubleshooting sessions
Experience creating and maintaining technical documentation, knowledge management
Microsoft Windows 7/10 operating systems
Microsoft Office 2010/2016 – Outlook, Word, Excel, PowerPoint
FileSite 9.x, Email Management, and Administration – iManage DMS
Experience supporting multiple hardware platforms - laptops, desktop, mobile workstations
Apple iPhones, iPads, Verizon MiFi JetPacks - mobile device support
Application support for WorkShare Compare and Protect, CCC Macro Pro, etc.
HP LaserJet printers and Ricoh multi-function devices (MFDs)
Microsoft Active Directory, Group Policy and SCCM management
Citrix XenApp 6.x/7.x and Microsoft RDS 2008/2012/2016
Microsoft Exchange 2010/2013/2016 user management
Microsoft Windows Server 2012/2016 operating systems
Accuroute and Copitrak – scan routing and cost recovery
Image deployment and rollout experience, preferably with Microsoft SCCM 2012 or newer
Roaming profiles and document redirection
IDF and MDF (server room) activities, limited in scope
Communicates effectively with Firm attorneys, administration and staff
Ability to work in a dynamic team environment
Ability to lift and move equipment up to 30 lbs. and is required to stoop, kneel, crouch or crawl in confined areas
Flexibility to work beyond 37.50 hours a week when necessary