Help Desk Analyst

Focused on employment and labor law since 1958, Jackson Lewis P.C.’s 1,000+ attorneys located in major cities nationwide consistently identify and respond to new ways workplace law intersects business. We help employers develop proactive strategies, strong policies and business-oriented solutions to cultivate high-functioning workforces that are engaged and stable, and share our clients’ goals to emphasize belonging and respect for the contributions of every employee.

The Firm is ranked in the First Tier nationally in the category of Labor and Employment Litigation, as well as in both Employment Law and Labor Law on behalf of Management, in the U.S. News - Best Lawyers® “Best Law Firms”.

The Firm is seeking an independent, detail oriented individual to provide end-user desktop and telecommunications hardware and software support. The individual will provide telephone support to users and perform desk-side support as needed and directed. The Analyst will provide excellent customer service with the objective to provide immediate solutions for end user issues and requests.

Essential Functions

• Provide exceptional customer service.
• Provide phone support while maintaining a phone availability status of 85% or higher.

• Provide high level application, desktop, and telecom software and hardware support with the expectation of immediate solutions for end user issues.
• Document end user issues/requests utilizing the IT Service Desk service management application.
• Provide end-user hardware, software, and telecommunications desk-side system support.
• Work in conjunction with entire support staff in the successful completion of all Service Desk related projects.
• Work toward team standards in relation to the current Service Level Objectives.
• Provide identification/resolution for IT Infrastructure and desktop issues.
• Furnish reports, information and/or documentation as directed by management.
• Retain ownership of all issues/requests assigned until closure with end user agreement.
• Assist with execution of all desktop system and voice related moves, adds, changes, and upgrades.
• Compile/Document/Distribute new troubleshooting techniques when it would benefit the team.
• Participate in department initiatives and represent the department as a member of the technical staff. Keep abreast of technologies in the Desktop and Telecommunications environment by attending seminars and other educational opportunities as required.
• Computer imaging as needed and directed by IT.
• Identify/Document reoccurring issues and present to management possible solutions as well as Suggest/Implement innovative ideas to improve the Service Desk processes.
• Perform additional tasks as directed by management.

Qualifications/Skills Required

• At least 2 years of Service Desk experience.
• Excellent knowledge of MS Windows operating systems.
• Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Outlook and Exchange.
• PC hardware proficiency (Intel/Mac/HP).
• Experience with macOS is a plus.
• General understanding of Incident Management and IT ticket systems. Experience with ServiceNow is a plus.
• Excellent customer service skills, including verbal and written communication skills; as well as telephone, interpersonal, analytical and organizational skills.
• Team player, creative, innovative, flexible & enthusiastic.
• Ability to work independently on special assignments.
• Law firm experience a plus.

Educational Requirements

• Associates Degree or equivalent work experience of 2 to 4 years required.

#LI KM

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law.