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Help Desk Specialist-1611

Job Title: Help Desk Specialist-1611
Salary Range
$55,000 - $60,000
Description:
 
  • The Help Desk Specialist is responsible for providing high quality service to the Firm and its clients by responding to incoming calls, diagnosing and resolving customer problems, escalating calls to the next level of service as necessary, and following up with customers to ensure successful problem resolution.
 
  • Job Responsibilities include: Maintaining a high level of customer service; ensuring that the Help Desk provides timely responses to requests via phone, email or desk side support; troubleshooting and resolving various technical issues by utilizing the IT knowledgebase or performing further research; documenting all issues in the Firm’s call logging software; responding to customer requests for information; escalating tickets to other areas of IT as necessary; making suggestions for improvements; and performing other duties as assigned.
Requirements:
  • High School Diploma or equivalent; Associates or Bachelors Degree in an Information Technology field a plus;
  •  3 to 5 years of experience providing technical support to both on-site and remote users at all levels; experience at a law firm preferred;
  • a good working knowledge of Microsoft Office, Lotus Notes, iManage,
    Windows XP, Adobe Acrobat, Blackberry devices, laptop computers, and scanners
    and printers
  • excellent customer service, interpersonal, communication, organizational and time management skills
  • the proven ability to work independently and as part of a team; the ability to work well under pressure
  • the ability to listen well and understand customers; enthusiasm about solving problems with the Firms technology; the ability to make every customer feel
    valued by giving them full attention whether their problem is small or large
    and the availability to work overtime and holidays as needed.
Job Type:
Full Time
Job City:
New York
Job State:
NY


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