Job description

Our client,a prestigious Law Firm located in Washington,D.C is looking to bring a Help Desk Analyst to bring onboard to their I.T Department.

Please view available schedules:

Hours are Eastern Time Zone:

10:30 pm - 7:00 am (Sunday - Thursday) --- 8.5 hours /day

10:30 pm - 7:00 am (Monday - Friday) ------ 8.5 hours/day

10:00 pm - 11:30 am (Friday - Sunday) -------- 13.5 hours /day

10:00 am - 11:30 pm (Saturday - Monday) -------- 13.5 hours/day

9:30 pm - 11:00 am (Friday - Sunday) --------13.5 hours/day

1:30 pm - 10:00 pm (Monday - Friday) ------------- 8 hours/day

This role is 100% remote.

Minimum of two years working on a Help Desk or related experience.

Previous exposure to law firm or professional services environment is highly preferred.

• Knowledgeable in using and supporting Windows 10, Active Directory, Microsoft Office 2016 or later, iManage Work 10, or other document management systems, remote access systems (Citrix and VPN), and mobile devices (iOS and Android).
• Customer service oriented.
• Excellent verbal, written, and interpersonal skills.
• Strong troubleshooting skills.
• Proven agility and resilience working in a fast-paced environment.
• Goal oriented, very organized, and willing to take ownership of customer requests.
• Excellent follow through, attention to detail, and organizational skills.
• Ability to work independently and in a team environment.
• ITIL v3 certified or familiarity with ITIL’s best practices.

Duties and Responsibilities:

• Provide technical assistance and support for incoming inquiries related to Firm computer systems, hardware, software, mobile devices, and remote access.
• Prioritize and respond to support requests via telephone or email in a professional, confident, and courteous manner.
• Thoroughly document support requests and resolutions using the helpdesk ticketing system.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.
• Write tips, frequently asked questions, and knowledge articles for the Firm’s intranet and help desk knowledgebase.
• Stay up to date on Firm technology through self-guided learning and review of training materials created by the training staff.
• Availability to provide onsite and remote coverage outside of normal business hours as needed
• Timely and regular attendance.

Status: Non-Exempt

Reports To: Help Desk Supervisor

Our client is an Equal Opportunity Employer

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

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