Help Desk Analyst/

Help Desk Analyst/Trainer

Monday-Friday; 9:30 AM-5:30 PM

Hybrid (3 Days In-Office)

Summary

A premier national law firm is looking for a talented IT Help Desk and Desktop Support Specialist to deliver outstanding technical support to our team. The perfect candidate will possess a robust IT support background, exceptional problem-solving abilities, and a strong commitment to customer service. Responsibilities include working with the third-party training vendor and providing help desk support to the firm users and attorneys.

Job Description

• Provide excellent customer service while conveying confidence, knowledge, and professionalism over the phone, email correspondence, and during office visits.

• Serve as first and second-level support for telephone and e-mail inquiries on the Firm's software applications, hardware, mobile devices, Phones and remote technologies directed to the Information Technology department.

• Interact with users to identify, research, diagnose reported issues and engage engineers to assist as needed.

• Work with the third-party trainer to design and develop training programs, including course materials, manuals, and other instructional resources tailored to the firm’s needs.

• Coordinate New Hire training and weekly skill-up sessions.

• Work with the third-party vendor to develop training materials for new applications or updates.

• Log all call activity in the Service Desk application.

• Assist with managing all hardware and software inventory.

• Provide guidance on the use of software applications and equipment.

• Set up and deploy new thin clients, PCs, laptops, printers, and other peripherals.

• Install, configure, and maintain operating systems updates, software applications, and hardware components through Intune.

• Manage user accounts and permissions in Active Directory.

• Assist with basic network troubleshooting, including connectivity issues and printer setup.

• Work with network engineers to resolve complex network problems.

• Escalate issues to senior IT staff or external vendors as needed.

• Follow up with users to ensure issues are resolved to their satisfaction.

• Assist with setting up conference rooms.

• Assess the effectiveness of training programs through evaluations, feedback, and performance assessments, making adjustments as needed.

• Conduct training sessions, workshops, and seminars, both in-person and online, to educate employees on various IT systems, software, and tools.

• Test new applications prior to rollout.

• Provide on-call after-hours and weekend support.

• Other Duties as assigned by the Manager.

Qualifications

• Strong technical background in computer hardware, software, and troubleshooting required.

• Proficient in Microsoft products (including Windows 10, Windows 11, and Office 365), iManage, Adobe Acrobat, and Litera, with the ability to quickly learn and incorporate new releases and updates.

• Proficient in Zoom and MS Teams.

• Excellent written and verbal communication skills, including the ability to communicate technical concepts to technical and non-technical users.

• Ability to multi-task in a fast-paced environment, prioritize among competing needs and respond quickly to requests for information.

• Ability to effectively organize and manage multiple training initiatives simultaneously.

• Strong understanding of business goals and standards for customer service.

• Ability to work on own initiative.

• Ability to lift and carry computer and printer equipment.

• 3 to 5 years of law firm experience.

Additional Information

• This is a full-time position.

• Competitive salary and benefits package.

• Opportunities for professional development and growth.