12 Aug
Help Desk Analyst
Delaware, Wilmington , 19801 Wilmington USA

Vacancy expired!

This Jobot Job is hosted by: Jason WilsonAre you a fit? Easy Apply now by clicking the "Apply Now" button and sending us your resume.

A bit about us:Jobot is seeking an experienced and motivated Help Desk Analyst to join a dynamic IT Support Services team with a focus on a premier customer service.In this role, you will be responsible for providing firm-wide front-line technology support services via telephone and automated tools; communicate resolution to users problems; utilize a logical, analytical and empathetic problem- solving approach; prepare and maintain documentation for allsupported applications; coordinate and collaborate with the department staff as appropriate.

Why join us?You will be the first point of contact for all IT/AV technical support and service issues.Responsibilities:
  • Respond to requests for technical assistance via the phone, e-mail, Zoom or face to face
  • Maintain a high level of customer service by accepting and resolving technology support issues and providing proactive updates to customers
  • Track and maintain proper ticket escalation procedures for basic end-user needs and for those tickets that require engineering attention
  • Provide and receive continuous cross-training in new technologies and techniques
  • Seek ways to improve support procedures
  • Be responsible for follow-up with end-users to ensure satisfaction and problem resolution
  • Act as liaison among Help Desk, IT Department and end users

Job DetailsSupported technologies include Microsoft Windows, Office suite applications in a legal context, iManage Work 10 document management system; Citrix Virtual Desktops, remote work platforms and mobile device technologies; general networking and printing/scanning. 37.5-hour work week with overtime providing off-hours support coverage as part of Help Desk team.Expert level knowledge and proficiency with:
  • Microsoft Windows
  • Microsoft Office 2016 productivity suite within a legal environment
  • Document Management software (iManage, Open Text, Worldox)
  • Citrix Virtual Desktops
  • Call tracking applications such as Footprints, Track-It!, SMS, Heat, GIVA, etc.
  • Document Comparison Software, e.g. Workshare Compare, CompareDocs
  • Legal Specific Practice Applications, e.g. IPRO Eclipse. CaseMap
  • Basic Knowledge of Desktop Hardware and Printers
  • Proven ability to work in fast-paced environment and under pressure, prioritize and meet
overlapping deadlines
  • Flexibility to work additional hours and on-call.
Interested in hearing more? Easy Apply now by clicking the "Apply Now" button.

Vacancy expired!

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