What are the responsibilities and job description for the Service Desk Analyst position at McGuireWoods LLP?
Overview
McGuireWoods is hiring an IT Service Desk/Help Desk Analyst to join its enterprise-wide IT service desk in our Richmond, VA office. The candidate will be responsible for providing technical and informational assistance related to applications, hardware, peripherals, telephony and network-related issues via telephone, remote desktop connection, email or chat. Candidates should have advanced-level knowledge of the latest Windows and Microsoft Office Suite versions. Experience with document management systems, 2-factor authentication and other legal specific applications is preferred. This position is highly visible, requiring dependability, communication skills and professionalism.
McGuireWoods LLP, with offices in the United States and Europe, is a full-service firm providing legal and public affairs solutions to corporate, individual and nonprofit clients worldwide for more than 200 years collectively. Along with excellent benefits, McGuireWoods offers most employees a hybrid remote option allowing flexibility and work-life balance. For more information, please visit www.mcguirewoods.com. California residents have special rights with respect to personal information. If you are a California resident applying for a position at McGuireWoods, our statement describes your rights and personal information the firm collects.
Responsibilities
- Adhere to incident management, problem management, change management, and knowledge management best practices
- Log all help desk calls or email requests into the current IT Service Management System and updates incident and/or problem information
- Ability to quickly diagnose, organize, and prioritize competing deadlines and properly setting service expectations with clients
- Utilize advanced features in MS Office Suite and Adobe applications to resolve complex document issues
- Analyze, troubleshoot and resolve problems with a goal of 85% First Call Resolution
- Utilize and troubleshoot web-based applications
Qualifications
- REQUIRED: Advanced level skills in the following:
- Word (e.g., advance editing including identifying corruption, redlining/blacklining, creating tables, formatting styles)
- Outlook (e.g., managing delegate access to multiple inboxes and calendars)
- Adobe (e.g., editing PDFs including converting, redacting, creating binders)
- 3 years Microsoft product support experience and proficiency with the latest Windows and Microsoft Office Suite versions
- Certification in Microsoft Office Suite preferred
- Support experience with Service Now, SCCM, Mobile Device Management, Citrix, VPN and Remote Desktop Services on all platforms and any other legal applications is preferred
- Advanced knowledge and support of various mobile email devices (iOS, Android, etc.)
- Outstanding professional communication skills, a customer comes first attitude, professional phone demeanor and ability to deal with multiple tasks in a rapid, constantly evolving environment along with a strong customer attitude, have a strong belief that the customer always comes first
- Excellent grammar, spelling, and punctuation skills
- Working knowledge of network and PC, and laser printer hardware components configuration and diagnostic utilities
- Must be available for on-call coverage for a 24/7 rotating schedule
- Flexibility to work additional shifts and/or overtime
Have more questions? Connect with a recruiter directly.
