Provide Level 1 technical support
Provide friendly, courteous, and quality systems support to all users
Assist with advanced troubleshooting for special projects assigned by Helpdesk Supervisor
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e., software, hardware, phones, mobile devices, and client specific applications)
Assist users with various firm application support systems; Microsoft products including Office 365, iManage, Aderant and Power PDF and others
Assist with inventory control and tracking of IT assets throughout the firm
Perform employee office moves relating to IT
Image new computers and configure them for deployment to members
Manage Audio/Visual setups including conference calls and WebEx/Teams/Zoom events
Manage IT resources calendar for availability of A/V equipment and Mobile Hot Spots
Participate in an on-call after hours schedule for emergency assistance when needed

Strong customer service and communication skills
Advanced knowledge in Microsoft Office 365 (i.e., Word, Excel, PowerPoint, Access)
Knowledge of Android and iPhone device setup and troubleshooting
Intermediate knowledge of Windows 10 and Operating Systems
Knowledge of VPN and VMWare Horizon connectivity principles
Working knowledge of Active Directory and user account changes
Working Knowledge of Microsoft Teams including Teams voice and video conferencing
Technical aptitude with strong PC literacy skills
Strong problem-solving skills and decision-making ability
Ability to learn and apply technical information in a fast-paced, demanding work environment
Flexibility to accommodate helpdesk’s hours of operation, including participating in after-hour on-call schedule
Strong enthusiasm and desire to learn
Work well in a team environment
At least one year experience in a Call Center/Helpdesk position
Minimum of Associates Degree in computer technology or business related degree or equivalent experience
Preferred: A+ Certification
Preferred: Certification as Microsoft Office Specialist

Helpdesk Analyst

Key skills