Help Desk Analyst

Profile

Under the direction of the IT Support Manager,

the Help Desk Analyst is responsible for

providing Tier 1 support for internal and external clients with superb customer service and technical support

and fulfilling other job duties as assigned.

Job Functions:

Provides first level phone and remote support to internal and external customers who are experiencing operational, hardware and/or network connectivity problems with their computers and associated software.

Assists with information gathering and communicates with customers as requested to help resolve escalated issues.

Works closely with the Team Lead to escalate unusual or recurring problems when necessary.

Maintains working knowledge of all Firm applications.

Documents, logs and tracks all information relating to customer problems in the help desk information database including submitting knowledge base articles for approval.

Seeks out opportunities to maximize help desk efficiencies, and improve client service.

Ensures proper trouble ticketing lifecycle including escalations.

Assists with setting up conference room for meetings using built-in technology and ensuring all conference room equipment is in working order.

Provides hardware support in offices.

Assists in setting up offices for new hires and office moves.

Assists with new user onboarding in imaging and QCing of machines.

May be asked to participate in floor support and training initiatives as requested.

Ability to troubleshoot home wireless networks for home office set-ups.

May be asked to provide “home office” support.

May be asked to compose analysis reports.

Must exhibit critical thinking prowess and possess excellent troubleshooting skills.

Qualifications:

Demonstrated

experience working in a help desk role.

Bachelor’s degree is preferred.

1-2 years’ experience working in a help desk role. Legal help desk experience is preferred.

Strong Windows 10, Windows Office 2016 (or higher), Office O365 and applications knowledge.

Excellent telephone etiquette and command of the English language with a demonstrated ability to maintain a customer service focus and a positive attitude at all times.

Ability to work effectively with all levels within an organization.

Proven ability to work on multiple projects and priorities in a deadline driven environment.

Must have physical ability to lift and move computer and related equipment.

Physical Requirements:

Must have minimal physical mobility. Position may occasionally require standing, walking, reaching, and lifting up to 15 pounds.

Must have the ability to operate equipment such as a computer and copy machine.

Must have the ability to communicate clearly and to read and follow detailed instructions.

Must have the ability to prepare assorted documents and other related materials.

Must have the ability to work in stressful conditions under time deadlines.

To apply, please click here

Company info

Choate Hall & Stewart LLP.
Phone : 1-(617)-248-5000
Website : https://www.choate.com/