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  • IT Help Desk Analyst

    Hill Ward Henderson is an AV rated firm that offers sophisticated clients, challenging work, a friendly, collegial work environment and excellent compensation and benefits. The Firm is currently seeking qualified candidates for their Information Technology Department.

    The IT Help Desk Analyst is a key role which is responsible for providing timely support and assistance to attorneys and staff related to technology.  The analyst must have an aptitude for working with a variety of technologies, including computer systems, telephone systems, mobile technology, hardware, and software.  In addition, the analyst must be able to analyze, diagnose and attempt to resolve problems as quickly as possible in a highly demanding environment.

    Responsibilities:

    • Provide technical assistance and support for incoming support requests related to issues involving computer systems, mobile devices, software, and hardware.
    • Respond to requests for assistance in person, via email, or over the phone in a timely manner.
    • Inform management of recurring problems or trends.
    • Walk attorneys and staff through problem-solving process.
    • 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as iPhones, Laptops, PCs and Printers.
    • Escalate unresolved calls to other team members and arrange for external technical support where problems cannot be resolved in house.
    • Publish and update support documentation to assist staff with requests for information & provide staff training if required.
    • Provide basic in-house training in Microsoft Office applications used within the firm (Word, Excel, Outlook, PowerPoint).
    • Maintain daily performance of computer systems.
    • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
    • Request feedback from attorneys and staff about various software and/or hardware.
    • Maintain a high degree of customer service for all support requests and adhere to all service management principles.
    • Configure new hardware and software as part of employee on-boarding process.
    • Support audio and video equipment in conference rooms.
    • Manage and monitor internal assets to ensure accurate inventory records.
    • Maintain knowledge of system information, changes and updates.


    Requirements:

    • Ability to demonstrate good customer service practices
    • Minimum of two (2) years of applied knowledge and demonstrated end user training in a mid to large-size corporation
    • Associates or Bachelor’s degree in Information Technology preferred.  In lieu of degree, candidates with a minimum of three (3) years’ work experience directly related to the requirements will be considered
    • Prior help desk experience in a mid to large-sized law firm strongly preferred
    • Demonstrated ability to work with a wide variety of individuals and personalities with a professional demeanor and strong customer service skills
    • Minimum of two (2) years’ experience supporting software applications, including, but not limited to:  Microsoft Office Suite (Word, Excel, Power Point, etc.), HP Autonomy’s WorkSite, Workshare Protect, Microsoft Windows and SharePoint
    • Certifications preferred in any of the following:  Microsoft, CompTIA, and/or ITIL -- such as MCITP, MCSA, CompTIA A+, CompTIA Network+, ITIL Foundation/Practitioner

Interested in joining us? 

HIll Ward Henderson is an AV rated firm that offers sophisticated clients, challenging work, a friendly, collegial work environment, excellent compensation and benefits. Although we do not have any paralegal or legal secretary positions at this time, we encourage you to check back often and to submit your resume and cover letter for future consideration. Thank you again for your interest. To submit your resume for future positions click here