•  The HelpDesk Analyst provides primary Help Desk and troubleshooting support to the Firm via the Help Desk Hotline. He or she works in concert with other members of the IT Department to troubleshoot more complex user technical problems. Takes primary responsibility for troubleshooting, researching and testing solutions to desktop technical issues.  Assists the other members of the IT Department in planning and carrying out technical projects, including planning, implementing, and assisting in the installation and setup of software products and hardware. Answers Help Desk telephone at all times during the scheduled workday and at other times as requested or assigned.

• Serve as initial point of contact for telephone and e-mail inquiries on the Firm’s software applications, hardware, printers, mobility devices and remote technologies directed to the IT Department.
• End-to-end ticket ownership (from the time a ticket is received until it’s closed).
• Provide floor support to users on a regular basis.
• Support remote users in our other office and remote trial sites.
• Provide concierge-level support during system outages and upgrades.
• Smartphone (BlackBerry, iPhone, Android) and Tablet (iPad) provisioning and troubleshooting.
• Collaborating extensively with peers to resolve user issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our users.
• Alpha and Beta testing of new applications.
• Overtime and availability for on-call required.

• Exhibiting a patient, friendly, approachable demeanor with users at all times
• Windows XP/Windows 7, Mac OS.
• Microsoft Office 2003/2007/2010 – Excel, Word, PowerPoint, Outlook 2010.
• iManage/DeskSite or other industry standard document management system.
• InterAction (CRM).
• Experience with Service Desk Express or other call center tracking software.
• Knowledge of remote access technologies, Xen Desktop, Citrix.
• Knowledge of Adobe, RightFax, Visio, Blackberry, iOS and law firm specific applications is a plus.
• Multi-task, handle stress professionally, maintain an even and positive attitude, develop successful working relationships.
• Patience, a positive, customer service oriented attitude and the ability to work as a member of a team are required.
• Applicants must have the ability to communicate effectively, both verbally and in written communications, with all levels of staff, attorneys and vendors.
• Work may require a high level of self-initiative and quick thinking in a high volume of tasks while performing other essential duties.
• Work may require more than 35 hours per week to perform the essential duties of the position. It also requires assisting with coverage of other shifts, work on weekends and coverage of holidays

Education and Experience:

Minimum two years of college experience required.

Minimum five years help desk or related customer service experience required