Help Desk Technician

Herbert Smith Freehills Kramer; New York (NY); On-site; USD 70,000 - 80,000; Full time

Job summary

Herbert Smith Freehills Kramer is seeking a help desk analyst to provide frontline IT support to attorneys, managers and staff, handling hardware, software, networking issues and escalations.

You will document requests, monitor progress, analyze trends and participate in IT projects, with shift coverage from 12 PM to 8 PM. Prior experience in a law firm environment is preferred.

Qualifications

• Three years of work experience in a medium to large PC-based legal or professional services organization.
• Strong customer service focus with excellent listening and verbal communication skills.
• Ability to analyze problems, follow policies and procedures and establish work priorities.
• Experience with MS Word document scrubbing, repair and recovery.

Responsibilities

• Answer inbound calls and emails from attorneys, managers and staff and resolve or escalate.
• Document all support requests and escalate when needed.
• Monitor progress through resolution and document solutions in the ticketing system.
• Inform team/manager of perceived trends in calls/emails and solutions used.
• Participate in the implementation of special projects as requested.
• Continually improve technical proficiency through research and training opportunities.
• Rotate monitoring and resolving voicemail and email requests.
• Flexibility to cover all shifts on short notice and during vacations.

Skills

Customer service

Communication

Problem analysis

MS Word editing

Document management

Tools

DuO 2FA

MS Authenticator

Citrix

Cisco VPN

Azure

Entra

Exchange Online

Intune

iManage

Mimecast

CyberArk

ServiceNow

Zoom

Teams

Job description

Performs all help desk analyst functions according to established policies and procedures. Field calls and emails from attorneys, managers and staff and solves or escalates to the appropriate support group. Ability to effectively handle all types of personalities with professionalism at all times.

Responsibilities

Receives and responds professionally and courteously to inbound calls and email requests for assistance from users needing assistance with hardware, software, networking, and other computer related technologies.

Effectively documents all support requests and, if necessary, escalates to appropriate support group and or individual.

Monitors progress through resolution. Analyzes and resolves problems, as well as documents resolutions in ticket tracking system.

Monitors support activity and informs team/manager of any perceived trends in calls/emails being received and/or solutions being employed.

Participates in the implementation of special projects as requested.

Continually improves technical proficiency through research, self-training and participation in internal and external training opportunities.

Participates in the rotation of monitoring and resolving of voicemail and email requests.

Requires flexibility for coverage of all shifts on short notice and for vacations.

Shift Hours

12 PM - 8 PM

Compensation

Exact compensation may vary based on skills and experience and salary range is $70k - $80k

Requirements

Law Firm experience

Three years of work experience in a medium to large PC-based legal or professional services organization where you have gained experience in providing high quality customer service.

Ability to quickly analyze problems, follow policies and procedures and establish work priorities. Must be able to work in a group environment.

Strong customer service focus combined with excellent listening, written and verbal communication skills. Ability to effectively handle all types of personalities with professionalism at all times, including during stressful conditions.

Individuals in this role must possess strong editing skills with MS Word with document scrubbing, repair and recovery, as well as the ability to style, format, print, and store documents in a document management system. Familiarity with the following applications such as DUO 2FA, MS Authenticator, Citrix and Cisco VPN connectivity, Azure, Entra, Exchange Online, Intune, iManage, Mimecast, CyberArk, Service Now ticketing system, Zoom and Teams.