Legal Help Desk Analyst

***Hours: Weds-Fri 12pm-8PM. Sat & Sun – 3PM-11PM

1 Month of training onsite then 100% Remote

Contract to Hire***

Essential functions:

• Responds to telephone calls, emails, and personnel requests for technical support.
• Enters all calls to the Help Desk completely and with accurate detail into the call tracking system.
• Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems.
• Troubleshoots and maintains knowledge on a range of user problems, including PC software and applications, voice software (Zoom), and mobile devices, with lesser emphasis on hardware.
• Diagnoses problems through discussions with users, utilizing the IT Knowledge Base and personal and professional experience, online research, colleagues, etc.
• Coordinating with internal IT organization support, applications and operations groups and/or with vendors to resolve hardware and software issues.
• Installs and upgrades PC software when required, and plans for/responds to service outages and other problems.
• Learns and trains users on the use of new and existing technology and software.
• Participates in various IT projects, working with internal and external teams.
• Uses good judgment to discern which issues or responsibilities require escalation, ensuring that only necessary tickets or assignments are escalated and handled in a timely manner.
• Ensures all phases of the Help Desk are properly coordinated, documented, resolved, and followed up properly. Accountability is essential in providing quality customer service.
• Operates with thorough knowledge of the firm's document production software and procedures.

Education:

A bachelor’s degree in information technology or relevant field experience is preferred; equivalent work experience is required.

Qualifications:

• Strong dedication to quality white glove customer service.
• Expert knowledge of and ability to assist with “how to” questions, from the most basic to advanced, for callers working on documents in native Word, Excel and PowerPoint.
• Work hours must be flexible in the case of emergencies and/or last minute coverage needs, as well as fairly sharing holiday coverage with the team throughout the year.
• Possess a strong combination of professionalism and outstanding customer service skills, and display a genuine sense of caring to help the customer, through creative problem solving and technical acumen.
• Proficient with MS Office 365, Windows 10-11, iManage Work 10, DeskSite, Document Comparison Tools/Track Changes, Litera products, Adobe Acrobat DC, Citrix Remote Access, Zoom, MS Teams a plus.
• Ability to analyze issues, troubleshoot, establish priorities, anticipate consequences, make decisions, and take action with meticulous attention to detail.
• Technical competence or computer literacy, considerable patience, and the ability to handle certain high pressure customers and demanding situations with diplomacy and assertiveness in a fast-paced business.
• Strong advocacy and communication skills, and the ability to instill confidence in our constituents.
• Working knowledge and background in Help Desk operations, Windows-based workstations, and related peripherals.
• Previous law firm or professional services experience desired.