IT HELPDESK SUPPORT TIER 1 SACRAMENTO

Profile

WT is seeking a full-time IT Helpdesk Support (Tier 1) for our Sacramento office. This position will report directly to the Firm’s Operations Supervisor. The hours for this position are 8:00 am to 5:00 pm and will be fully on-site.

REQUIREMENTS AND EXPECTATIONS

Answers incoming telephone, voicemail, e-mail, and in‐person requests for assistance from users experiencing problems with computer‐related technologies such as Windows, Office, Citrix, and remote connection support.

Troubleshoot zoom conferences.

Recognizes problems, researches, escalates, as needed, resolves and follows‐up.

Registers IT issues in a helpdesk tracking tool and assigns either to themselves or escalates to a queue managed by additional support teams.

Provides remote support and resolutions pertaining to client PC, Mac’s, laptops, virtual desktop, mobile devices, etc. and production business applications on site as well as remotely.

Identifies, troubleshoots, and resolves hardware (non-dispatched) and software failures that prevent a user from employing an existing IT service.

Manages their own queue and resolves the issue within the established SLA.

Moves the location of existing IT resources by adding new software, upgrading. software, and changing the configuration of user settings in software (non‐dispatched).

Sets up new users, modifies access for existing users and installs standard applications in the desktop environment.

Documents the processes needed to support any new software that is added to the environment as it relates to the desktop image or associated functions.

Analyzes current processes and identifies existing or potential problems in order to discover new process improvement opportunities.

Performs other duties as requested or assigned.

EDUCATION AND EXPERIENCE

High School diploma/GED required; AA preferred

1-3 years of experience in level one (helpdesk support).

Detail oriented and problem-solving capabilities.

Experience with Citrix, active directory, and MS Office preferred.

Ability to coordinate and prioritize multiple tasks in fast paced, high pressure environment.

Strong analytical and quantitative skills to resolve difficult problems.

Desire to learn in a quick paced environment.

Ability to quickly extract and communicate key insights from complex data and details.

Advanced skills in Microsoft Excel, PowerPoint, Visio, and Outlook.

Strong communication skills – listens well and asks for clarification when appropriate; respond well to questions; writes clearly and informatively; edits work for spelling and grammar.

Exhibits professionalism – approaches others in a tactful manner; reacts well under pressure; accepts responsibility for own actions; follows through on commitments; active team player who is proactively willing to lend a helping to others.

Utilizes solid judgment- displays willingness to make independent decisions when needed; supports and explains reasoning for decisions; includes appropriate people in decision-making process.

Produces quality work – demonstrates accuracy and thoroughness; looks for creative ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality; takes pride in own work; prioritizes and plans work activities.

Demonstrates strong sense of quality assurance principles, understanding of potential process failure points and the ability to mitigate quality risks.

Strong attention to detail is required.

Adaptability- adapts to changes in the work environment and varying personalities; able to deal with frequent change, delays, or unexpected events; ability to prioritize or re-prioritize duties, as needed.

Ability to retrieve and distribute files weighing up to 50 pounds.

(Some or all of these functions may cause mental, muscle, or eye strain)

Qualified candidates should send their resume and cover letter by filling out this form

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Company info

Weintraub Tobin Chediak Coleman Grodin Law Corporation
Website : http://www.weintraub.com/