Law Firm IT Help Desk Analyst

Jackson Lewis P.C.; Virginia (MN); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k)

Flexible Spending Account

Health Savings Account

Holidays

Vacation time

Sick time

Employee assistance program

Job summary

Jackson Lewis P.C. is seeking an independent, detail-oriented IT Service Desk Analyst to provide first contact telephone and email support to attorneys and business professionals. The role supports deskside to the local office and region as needed.

The ideal candidate has 2+ years of Service Desk experience, strong Windows and MS Office skills, and a proven ability to resolve end-user issues quickly while documenting them in the Service Desk system. Travel may be required.

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.

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

Skills

Service Desk

Windows OS

MS Office

PC Hardware

macOS

Incident Mgmt

ServiceNow

Customer Service

Communication

Teamwork

Education

Associate degree

Tools

ServiceNow

Job description

Jackson Lewis P.C. is seeking an independent, detail-oriented IT Service Desk Analyst to provide first contact telephone and email support to attorneys and business professionals. The role supports deskside to the local office and region as needed.

The ideal candidate has 2+ years of Service Desk experience, strong Windows and MS Office skills, and a proven ability to resolve end-user issues quickly while documenting them in the Service Desk system. Travel may be required.