IT Helpdesk Specialist - Fast Onsite User Support

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

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.