Help desk Analyst ( with a law firm)

IT Help Desk Analyst

Overall Purpose: This role will provide front-line technical support to all employees across the Firm on the basic functions of desktop applications.

Essential Duties:

• Provide primary support for resolving any issues related to applications, operating software, access (local and remote), and hardware.
• Assist in resolving escalated issues from other IT staff in a professional, efficient, and timely manner.
• Provide initial troubleshooting of local printing issues and provide solutions or escalate as necessary.
• Be available for after-hours support on a rotating schedule with other IT staff.
• Interact with users in a helpful and friendly manner while closing support tickets efficiently.
• Write and distribute notices to the Firm as necessary.
• Perform initial troubleshooting for email delivery issues, both internally and externally.
• Manage the accurate and efficient transfer of documents to external parties using firm tools.
• Enter all problems into the help desk ticketing software along with problem resolutions.
• Create knowledgebase articles on recurring issues where appropriate.
• Provide desk side assistance to users in the Cerritos office when and where appropriate.

Other Duties:

• Be aware of the Firm s current computer use policies; follow those rules and be prepared to advise others of them.
• Other duties that may be assigned from time to time by the Director of IT or other Managers in the IT Department.

Additional Responsibilities:

• Gather data about topics or users that may need re training based on calls received.
• Identify and publish appropriate tips and tricks to assist users.
• Document and keep up to date with job responsibilities and duties which may change from time to time.
• Be committed to following standards and maintaining documentation.

Qualifications:

• Must have good written skills and excellent interpersonal skills.
• 2-year college degree preferred and 4 years providing Help Desk or technical support at a law firm or similar professional services organization.
• Four years of law firm or similar professional services organization experience working with the Microsoft Office suite of products, iManage or similar document management system, other common law firm applications, and Windows operating system.
• Be familiar with the specific needs of legal professionals in their daily work, particularly document formatting and advanced use of Outlook.
• Understand the principles of email delivery, filtering for malware, and basic troubleshooting.
• Understand the principles of computer and network security, incident response, and basic troubleshooting.
• Must be a quick study with new applications, systems and procedures.

Travel: Limited inter-office travel required to support any of the Firm s offices.

Physical Demands: Must be able to lift and move computers, laptops and printers.