providing 24/7 first level firm-wide support for customers with technology problems
documents, categorizes and assesses support calls; takes appropriate corrective actions; and escalates the problem as required
Track user support calls and responses in the Firm’s ticket tracking software
Supplement DTS roles and responsibilities as required
Utilize all available technical resources and current support policies to provide accurate solutions and ensure customer satisfaction
Perform defined functions related to Service Desk support
Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to service desk customers
Utilize, update, and maintain knowledge base
Be aware of and follow all firm policies
Maintain a high degree of proficiency with the Firm’s core applications
Attend training offered within the group and as required
Participate in firm/team projects as required
Assist supervisor, designated supervisor or team members as requested in all duties not outlined above

2-year degree in a computer related major, or equivalent work experience that demonstrates the ability to perform the responsibilities of the position required
Minimum of 2 years of experience in the use of microcomputers, preferably in a legal environment
4-year degree preferred in relevant field
HDI-SCA
Help Desk Institute Support Center Analyst preferred
MOS (Microsoft Office Specialist) Microsoft Office Word Expert (2016), Microsoft Outlook Expert (2016) preferred
Knowledge and experience with applications and technologies utilized in the legal environment

IT Service Desk Analyst

Key skills