200+ applicants

Company

Proskauer Rose LLP · 1 day ago

Help Desk Analyst (12pm-8pm Shift)

United States

Full-time

Remote

Entry Level

$65K/yr - $80K/yr

2+ years exp

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Financial ServicesInformation Technology

Comp. & Benefits

Hiring Manager

Alexis Colombini

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Responsibilities

Provide 1st level technical support and guidance to users of the Firm’s computer, network, and telephone systems.

Generate incident and service request tickets, dispatching appropriate IT personnel as needed.

Follow up to ensure the prompt resolution of technical issues and requests.

Provide phone support to all Firm personnel by responding to inquiries, troubleshooting, and resolving problems for all Firm-supported software and hardware.

Maintain and expand strong working knowledge of current and future Firm-supported technologies to provide accurate solutions to Firm personnel, evaluating and reporting trends in systems errors and software/hardware malfunctions.

Assist in the creation of and maintenance of Firm’s IT knowledge base.

Participate in additional projects and responsibilities as requested.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Help Desk experienceLegal industry applicationsIT Service Management systemsHardware troubleshootingWindows 11/10MAC OS XActive DirectoryVPNA+/Network + CertificationHelp Desk CertificationITIL Service OperationCisco IP telephonyIPhone/iPad/AndroidWebExMS TeamsZoomAdobe AcrobatBomgarCitrix XenDesktopMDM (Airwatch/Ivanti Neurons)

Required

Bachelor’s degree in computer science or a related discipline

Approximately 2-3 years of experience in an Information Technology Help Desk role

Sufficient knowledge of IT operations, responsibilities, workflow processes and procedures to resolve most inquiries independently.

Experience supporting legal industry specific applications including but not limited to: Document Management System (iManage WorkSite), lnnova, Intapp Time, Litera Compare/Review/Check, Relativity, DocuSign, and Legal Key

Experience using IT Service Management systems in a heavy call volume environment (i.e. BMC Service Desk Express, SupportWorks, Magic, Remedy, ServiceNow)

Experience with ACD systems and performance metrics (abandon rate, avg. speed to answer, and avg. talk time) with an emphasis on 'Queue Management.'

Solid hardware troubleshooting skills including but not limited to basic laptop/desktop, printer, Cisco IP telephony, and mobile devices (iPhone/iPad/Android/)

Working knowledge of computer software including but not limited to: Windows 11/10, MAC OS X, Active Directory, Office 365, SCCM, WebEx, MS Teams, Zoom, Adobe Acrobat, Bomgar, Citrix XenDesktop, VPN, RSA SecurID, MDM (Airwatch/Ivanti Neurons)

Strong 'white glove' customer service mindset

Strong oral and written communication skills

Solid analytical skills and sound judgment

Ability to work and communicate effectively with end users, peers, and management.