Help Desk Analyst

Jackson Lewis P.C.; Washington (District of Columbia); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Health insurance

401(k)

HSA/FSA

Paid holidays

Job summary

Jackson Lewis P.C. seeks an independent, detail-oriented Service Desk Analyst to provide first contact telephone and email support to attorneys and business professionals in the Washington, DC region.

You will support deskside to local offices and the region, delivering immediate solutions and high-quality customer service. Responsibilities include documenting issues, supporting Windows and Office, hardware triage, and collaboration with the support staff to meet SLAs.

Qualifications

• At least 2 years of Service Desk experience.
• Excellent knowledge of MS Windows operating systems.
• Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Outlook and Exchange.
• PC hardware proficiency.
• Experience with macOS is a plus.
• General understanding of Incident Management and IT ticket systems.
• Experience with ServiceNow is a plus.
• Excellent customer service skills, including verbal and written communication skills; as well as telephone, interpersonal, analytical and organizational skills.
• Reliable with punctuality and attendance.
• Team player, creative, innovative, flexible & enthusiastic.
• Ability to work independently on special assignments.
• Must be able to lift computer equipment.
• Law firm experience a plus.
• Educational Requirements Associate’s degree in a related field preferred, or equivalent combination of education and 2 to 4 years of relevant work experience.

Responsibilities

• Provide exceptional customer service.
• Provide phone support while maintaining high availability standards.
• Provide high level application, desktop, and telecom software and hardware support with the expectation of immediate solutions for end user issues.
• Document end user issues/requests utilizing the IT Service Desk service management application.
• Provide end-user hardware and software desk-side system support.
• Work in conjunction with entire support staff in the successful completion of all Service Desk related projects.
• Work toward team standards in relation to the current Service Level Objectives.
• Provide identification/resolution for IT Infrastructure and desktop issues.
• Furnish reports, information and/or documentation as directed by management.
• Retain ownership of all issues/requests assigned until escalation or closure.
• Assist with execution of system related moves, adds, changes, and upgrades.
• Compile/Document/Distribute new troubleshooting techniques when it would benefit the team.
• Participate in department initiatives and represent the department as a member of the technical staff, including continued learning and education via training platforms and other educational opportunities as required.
• Computer imaging as needed and directed.
• Identify/document reoccurring issues and present possible solutions to management, as well as suggest/implement innovative ideas to improve the Service Desk processes.
• May require occasional travel to other office locations or work outside standard business hours to support IT needs.

Skills

Service Desk

Windows OS

MS Office

PC hardware

macOS

Incident Mgmt

IT ticketing

ServiceNow

Customer service

Communication

Team player

Independent work

Education

Associate’s degree in related field

Tools

ServiceNow

Job description

Focused on employment and labor law since 1958, Jackson Lewis P.C.'s 1,000+ attorneys located in major cities nationwide consistently identify and respond to new ways workplace law intersects business. We help employers develop proactive strategies, strong policies and business-oriented solutions to cultivate high-functioning workforces that are engaged and stable, and share our clients' goals to emphasize belonging and respect for the contributions of every employee. The Firm is ranked in the First Tier nationally in the category of Labor and Employment Litigation, as well as in both Employment Law and Labor Law on behalf of Management, in the U.S. News - Best Lawyers® "Best Law Firms". The Firm is seeking an independent, detail-oriented individual to provide first contact telephone and email support to attorneys and business professionals. This role will also support deskside to their local office and region as needed and directed. The analyst will provide excellent customer service with the objective of providing immediate solutions for end user issues and requests.

Essential Functions

• Provide exceptional customer service.
• Provide phone support while maintaining high availability standards.
• Provide high level application, desktop, and telecom software and hardware support with the expectation of immediate solutions for end user issues.
• Document end user issues/requests utilizing the IT Service Desk service management application.
• Provide end-user hardware and software desk-side system support.
• Work in conjunction with entire support staff in the successful completion of all Service Desk related projects.
• Work toward team standards in relation to the current Service Level Objectives.
• Provide identification/resolution for IT Infrastructure and desktop issues.
• Furnish reports, information and/or documentation as directed by management.
• Retain ownership of all issues/requests assigned until escalation or closure.
• Assist with execution of system related moves, adds, changes, and upgrades.
• Compile/Document/Distribute new troubleshooting techniques when it would benefit the team.
• Participate in department initiatives and represent the department as a member of the technical staff, including continued learning and education via training platforms and other educational opportunities as required.
• Computer imaging as needed and directed.
• Identify/document reoccurring issues and present possible solutions to management, as well as suggest/implement innovative ideas to improve the Service Desk processes.
• May require occasional travel to other office locations or work outside standard business hours to support IT needs.

The essential functions listed above are not exhaustive and may be revised by the Firm as needed.

Qualifications/Skills

• At least 2 years of Service Desk experience.
• Excellent knowledge of MS Windows operating systems.
• Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Outlook and Exchange.
• PC hardware proficiency.
• Experience with macOS is a plus.
• General understanding of Incident Management and IT ticket systems.
• Experience with ServiceNow is a plus.
• Excellent customer service skills, including verbal and written communication skills; as well as telephone, interpersonal, analytical and organizational skills.
• Reliable with punctuality and attendance.
• Team player, creative, innovative, flexible & enthusiastic.
• Ability to work independently on special assignments.
• Must be able to lift computer equipment.
• Law firm experience a plus.
• Educational Requirements Associate’s degree in a related field preferred, or equivalent combination of education and 2 to 4 years of relevant work experience.

#LI KM For DC, the expected salary range for this position is between $30.00 and $35.00. The actual compensation will be determined based on experience and other factors permitted by law.

Benefits

• Medical, dental, vision, life and disability insurance
• 401(k) Retirement Plan
• Flexible Spending and Health Savings Account
• Firm-paid holidays, vacation and sick time
• Employee assistance program and other firm benefits

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law.

We are a preeminent workplace law firm dedicated to our clients and passionate about providing the highest quality, creative and effective representation of employers on the full range of employment and labor law matters, through offices strategically located throughout the country. We provide a rewarding and collegial work environment for the leading attorneys in our field. We work hard to preserve the values that make Jackson Lewis a gratifying place to practice law. We are a law firm where people know each other and work together to best serve our clients.