Help Desk Technician - Level 1

Aldridge Pite, LLP is a multi-state law firm that focuses heavily on the utilization of technology to create work flow synergies with its clients and business partners. Aldridge Pite is a full-service provider of legal services to depository and non-depository financial institutions including banks, credit unions, mortgage servicing concerns, institutional investors, private firms, and other commercial clients. Aldridge Pite is dedicated to providing best-in-class representation across all of its Practice Areas through its unwavering subscription to three fundamental tenets: Partnership, Integrity, and Innovation.

Purpose

The Help Desk Technician - Level I is responsible for providing Level I - IT support to all.  The primary mission is to ensure end-users computers, telephones, & technology needs are available and working.  This includes but is not limited to workstation setup and initial troubleshooting, printer setup, phone setup, employee badge creation, packing & shipping, and moves.  Responsible for receiving guidance from other team members to efficiently support the end-users. This Help Desk Level 1 is a trainee position with an excellent opportunity to learn and grow into advanced network administration and engineering.

Specific Duties, Activities and Responsibilities

• Answer Help Desk calls and tickets and provides initial support and troubleshooting, such as password reset, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support.
• Work with Tier 2 Support consistently to maintain proper protocols
• Learn from other team members.  Continue to develop skills and knowledge of the firm and computer environment.
• Set up new user workstations and help with office moves when necessary
• Employee Badge Creation
• Assist with Vendor escort
• Configure and deploy telephones.
• Troubleshoot and resolve issues with any end-user equipment.   When necessary, escalate to Level 2 and 3 support but follow the trouble to resolution.
• Identifies and solves basic technical issues in a timely manner.
• Ensure all Help Desk Service Level Agreements are met.
• Assist with other duties and special projects as needed.

Job Requirements

• A high school diploma is required.  Prefer a B.S. degree in an Information Technology discipline or 1 years of IT work experience.
• One year of IT help desk support is preferred but not necessary, 
• Basic network switch & firewall understanding
• Basic understanding of Wireless technology
• Basic Windows Administration & Security
• Law office experience preferred
• Must possess or pass the CompTIA A Certification test within 90 days.
• Understanding of the ITIL framework for effectively managing IT services throughout the entire service lifecycle.
• This position will be onsite in the Atlanta, GA office. 

General Competency Factors

• Must be proficient in software tools, including but not limited to Word, Excel, Outlook, and the Internet.
• Must possess strong written and verbal communication skills.
• Must provide excellent customer service to internal and external customers
• Identifies and solves issues in a timely manner.
• Must be a team player and willing to help others in their department whenever necessary.
• Must be highly organized and be able to multi-task.
• Conscientious with respect to work completion, deadlines, time management, and attendance.
• Takes the initiative in the face of obstacles, identifies what needs to be done, and takes action.
• Demonstrates commitment to the firm’s vision, mission, and core values.
• Analytical and detail-oriented, while working at a fast pace and capable of multi-tasking.
• Develops professional relationships and builds rapport with others.
• Overall good work ethic and willingness to adapt to change.

We offer a comprehensive benefit program including: 

• Medical, Dental and Vision Plans with Prescription coverage
• Pet insurance
• Company Paid Life and Disability Insurance plans
• 401K Retirement Savings Plan
• Flexible scheduling (within reason, depending on position)
• Generous PTO plan for all full-time employees
• Full equipment station at no cost for remote employees, including dual monitors
• Employee Assistance Plan, offering free 24/7 counseling and consulting services to support emotional health and wellbeing
• Wellness programs and employee discounts
• Learning and development training opportunities for both personal and professional growth
• And so much more!

Aldridge Pite, LLP is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.