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CATEGORY:Information Technology
DESCRIPTION:
HYBRID
2 IN/3 REMOTE
Helpdesk Analyst
The Helpdesk Analyst is a key team member in answering helpdesk calls with support on hardware and software issues and the go-to person for employees with their day-to-day IT operations.
Experience:
- Provide Level 1 technical support.
- Assist with advanced troubleshooting for special projects as assigned by Helpdesk Supervisor.
- Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e., software, hardware, phones, mobile devices, and client specific applications).
- Assist users with various firm application support systems; Microsoft products including Office 365, iManage, Aderant and Power PDF and others.
- Assist with inventory control and tracking of IT assets throughout the firm.
- Perform employee office moves relating to IT.
- Image new computers and configure them for deployment to members.
- Manage Audio/Visual setups including conference calls and WebEx/Teams/Zoom events.
- Manage IT resources calendar for availability of A/V equipment and Mobile Hot Spots.
- Participate in an on-call after hours schedule for emergency assistance when needed.
Skills:
- Strong customer service and communication skills
- Advanced knowledge in Microsoft Office 365 (i.e., Word, Excel, PowerPoint, Access).
- Knowledge of Android and iPhone device setup and troubleshooting.
- Intermediate knowledge of Windows 10 and Operating Systems.
- Knowledge of VPN and VMWare Horizon connectivity principles.
- Working knowledge of Active Directory and user account changes.
- Working Knowledge of Microsoft Teams including Teams voice and video conferencing.
- Technical aptitude with strong PC literacy skills.
- Strong problem-solving skills and decision-making ability.
- Ability to learn and apply technical information in a fast-paced, demanding work environment.
- Flexibility to accommodate helpdesk’s hours of operation, including participating in after hours on-call schedule.
- Strong enthusiasm and desire to learn.
- Work well in a team environment.
- At least one year experience in a Call Center/Helpdesk position.
- Minimum of Associates Degree in computer technology or business related degree or equivalent experience.
- Preferred: A+ Certification
- Preferred: Certification as Microsoft Office Specialist
For immediate consideration: please email your resume to janine.bedora@spencerreedgroup.com
SRG/EOE
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