HELP DESK I

POSITION SUMMARY

The Help Desk I works within the IT team to provide responsive firm-wide support for technology incidents, requests, and questions. The successful individual will demonstrate a contemporary, working knowledge of computer hardware, peripherals, operating systems (e.g. Windows 10/11), legal-specific software, mobile devices, audio/video systems, and networking fundamentals. Excellent listening skills, research and problem-solving skills, strong technical knowledge, and a sincere interest in serving others are essential qualities for success in the role. The candidate should be able to work in a fast-paced environment, and be able to multitask accordingly.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

• Respond promptly and professionally to diagnose, troubleshoot, resolve, test/confirm, and close technology service incidents and requests
• Provide an alternative means of working (workaround) to minimize workflow disruption from incidents that require escalation or further investigation. They will hold those incidents created through to resolution and completion
• Prioritize and classify incidents and request based upon the nature, scope, and urgency communicated by the service requester (end user)
• Document ALL incoming incidents and requests by recording relevant information, including description of the incident or request and ALL steps taken to address the issue, within the incident management (ticket tracking) system.
• Identify and tag appropriate incidents and associated resolutions as knowledge base (KB) articles within the incident management system for the purpose of assisting in the efficient resolution of similar problems encountered in the future
• Escalate incidents and requests as needed following a concerted effort to resolve the incident or satisfy the request and after ALL relevant information and steps taken have been documented in the incident management system
• Engage in root-cause analysis (problem management) to identify and correct the source of technology problems
• Communicate and follow up with end users to ensure issues/requests and expectations are clearly understood and to ensure closed incidents and requests have been fully and satisfactorily addressed
• Install, configure, maintain, troubleshoot, support, and assist in the deployment process of computer hardware (desktops, laptops, printers, and other peripherals), software (Windows 10/11, Microsoft Office, and other legal-specific applications), mobile devices, telecommunications equipment, and audio/video equipment
• Notify users of significant outages, status, and services restored via the Rave Communications (text messaging system
• Raise issues regarding potentially systemic, critical technology problems to the Desktop Support Supervisor or next in line for escalation
• Participate in team meetings and contribute to discussions about open issues, ideas for improvements, and future planning
• Engage in continuing professional development and education for IT industry systems and legal-specific applications
• Participate in on-call rotation to provide support for urgent issues outside of normal working hours

Supervisory Responsibilities:

This job has no supervisory responsibilities.

POSITION QUALIFICATIONS

Competency Statement(s)

• Integrity/Ethics - Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.
• Communication - Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.
• Interpersonal Skills - Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback, and handles constructive criticism.
• Decision Making/Judgment - Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, communicates decisions to others.
• Technical Skills - Understands specialty equipment, keeps knowledge up-to-date, is a technical resource for others, follows technology practices and standards.

SKILLS & ABILITIES

Education: High School Diploma is required. Associate’s or Bachelor’s degree in Information Technology or other computer related discipline is preferred. An equivalent combination of education and experience is required.

Experience: Minimum of 3 years in a Help Desk position or 2 years working in a Desktop Support position required, and 4+ years in a Help Desk position or 3+ years working in a Desktop Support position preferred.

Computer Skills: Working knowledge of computer hardware and peripherals, Windows 10/11 configuration and support, Microsoft Office 2019/365, principles of RDP and VPN technologies, VM technologies, mobile devices support, legal document management systems (DMS), concepts of various legal practice specific software, System Center Configuration Manager (SCCM) operations, network and IP addressing fundamentals, ITSM/ITIL principles and framework, remote support methods and tools, incident management (ticketing) systems.

Other Requirements: Excellent written and oral communication skills (comprehension & expression) and ability to listen and ask germane questions to develop a clear understanding of problems and issues. Set reasonable and clear expectations and keep everyone involved informed of progress and next steps. Highly organized with the ability to manage multiple tasks simultaneously and achieve successful outcomes in difficult situations under pressure. Well-developed analytical and problem-solving skills. Ability to work effectively with others as part of a team and exercise confidentiality and discretion. Excellent customer service skills in a fast pace, demanding environment. Desire for staying current through continuous improvement and education in a variety of relevant disciplines.

WORK ENVIRONMENT

Work environment is in a professional office setting. The majority of activity this role performs will be sedentary but requires the following physical activities:

• Occasional lifting (up to 50 pounds of products, supplies, or equipment)
• Sufficient vision acuity for routine computer use
• Walking, sitting, and standing at moderate levels