Helpdesk Analyst

Potter Anderson; Wilmington (DE); On-site; USD 45,000 - 60,000; Full time

Job summary

Potter Anderson is seeking a Helpdesk Analyst to join its Information Technology Department in Wilmington, DE. The role requires handling end-user issues via phone and email, documenting tickets in Smartsheet, and providing timely incident communication. Onsite work five days a week is required.

Qualifications include 3–5 years in a technical support environment, and preferred A+ Network/MCSE certifications with associate or bachelor's degree. Law firm experience is strongly preferred.

Qualifications

• 3–5 years in a technical support environment or equivalent solid knowledge of standard PC hardware and software used in office environments.
• A+ Network, MCSE, or equivalent technical education strongly preferred.
• An Associate's or Bachelor's degree is preferred.
• Law firm experience is strongly preferred.

Responsibilities

• Resolve end-user issues quickly via phone or email.
• Document all elements of a Helpdesk ticket in Smartsheet.
• Prioritize incidents, provide status, and escalate as needed.
• Document hardware/software installations and other technical matters.
• Assist with audio visual requests including web conferencing and conference room connectivity.
• Create and edit Helpdesk processes and Knowledge Base articles.
• Analyze tickets bi-weekly to identify trends and escalate common issues.
• After-hours support on a rotating schedule (approx. 1 week per month).
• Endpoint hardware installation/removal with ability to lift up to 40 lbs.

Skills

Communication

Professional demeanor

Technical troubleshooting

Hardware knowledge

Networking basics

Education

A+ Certification or equivalent

Bachelor's degree preferred

Associate's degree preferred

Law firm experience preferred

Tools

Smartsheet

Knowledge Base articles

Job description

This position will serve as a member of the Information Technology Department as a Helpdesk Analyst. The primary responsibility is the answering of incoming user support requests and questions (telephone calls, emails, etc.). This position requires you to work onsite in our Wilmington, DE office five days per week.

Job Functions:

• Quickly resolve end-user issues received via phone or through e-mail
• Properly and thoroughly document all elements of a Helpdesk ticket within the IT Ticket Tracking Smartsheet
• Ensure incidents are prioritized properly, status is provided, and incident resolution is communicated to users. Escalate issues as appropriate.
• Ensure user requests and issues are clearly documented in tickets and create written documentation for hardware and software installations or other technical matters as requested by management.
• Assist with audio visual requests including web conferencing and conference room connectivity
• Assist in the creation and editing of Helpdesk processes and procedures including Knowledge Base articles.
• Analyze helpdesk tickets bi-weekly to identify trends and elevate common issues for resolution
• After-hours support on a rotating schedule (approximately 1 week per month)
• Endpoint hardware installation/removal requiring the ability to bend, lift (up to 40 lbs.) and kneel

The statements contained in this job description are not necessarily all-inclusive; additional duties may be assigned, and requirements may vary from time to time.

Knowledge, Skills and Abilities:

• Ability to communicate effectively both orally and in writing.
• Ability to establish effective working relationships and maintain a professional demeanor under stressful conditions.
• Ability to quickly assimilate advanced technical information, organize and prioritize multiple competing deadlines.
• Troubleshooting skills, including the ability to use a wide variety of resources including technical manuals, on-line vendor knowledge bases, and specification documents.
• Knowledge of computer hardware and peripherals, including ability to test and troubleshoot a variety of complex hardware configurations.
• Knowledge of software including operating systems, ability to navigate and manipulate the Windows Registry and troubleshoot interaction errors between multiple software packages.
• Basic network troubleshooting skills and knowledge, both LAN and WAN.

Education and Experience:

• Requires 3-5 years of experience in a technical support environment or equivalent solid functional knowledge of standard PC hardware and software used in office environments.
• A+ Network, MCSE, or equivalent technical education strongly preferred.
• An Associate's or Bachelor's degree is preferred.
• Law firm experience is strongly preferred.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.