Help Desk Technician

Profile

Summary

Member of a team of support personnel who troubleshoot IT issues. Assist with resolving problems that are identified, received, documented, distributed, and corrected. Ensures maximum issue resolution in minimum time.

Responsibilities

Answer, evaluate, prioritize, and resolve incoming telephone, voice mail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or third level support staff. Document and communicate to the IS Department known problems and issues.

Maintain and manage required record keeping, including logging issues into the firm’s work order tracking environment and known solutions to common issues into the firm’s knowledge base.

Report unusual, alarming, or recurring problems to the appropriate analyst, programmer, or manager when necessary.

Monitor support queues on behalf of the entire group to ensure all incidents, requests and support commitments are responded to and completed within the performance level standards.

Maintain laptop distribution pool and provide support to primary laptop users, which includes preparing laptops for distribution and keeping an updated activity log.

Work after hours, as needed including serving as the escalation point for the on-call support technician and Intelliteach. Manage team assignments to ensure that adequate on call coverage is provided.

Coordinate internal office moves to ensure the availability of help desk resources to relocate attorneys and staff to new office assignments.

Setup, configure and deploy computer equipment for new and existing attorneys and staff. Retrieve equipment from workspaces of people who leave the firm and repurpose or securely dispose of that equipment.

Qualifications

Strong team-building, conflict-resolution, and mentoring skills.

Excellent customer-service, interpersonal, written and verbal communication skills. Ability to interact with all levels of the organization.

Excellent interpersonal skills: enthusiasm, composure and brevity while working with attorneys as well as a high degree of confidence and comfort with both 'one-on-one' and large group training settings in a time-sensitive, high pressure environment.

Strong customer service orientation with good problem solving and diagnostic skills, and have the ability to work one-on-one with end-users.

Demonstrated ability to maintain a customer-service focus and attitude at all times while providing an extremely high level of professional client support and technical proficiency within a stressful environment.

Able to make judgment decisions and handle daily, routine responsibilities.

Demonstrated ability and patience in dealing with non-computer literate users.

Ability to work effectively with all organizational levels individually and as part of a team and to communicate effectively with all levels of management and staff.

Must have the temperament and demeanor requisite for a position that calls for personal dealings with the firm’s staff and attorneys as well as, occasionally, clients. This interaction may be in person in addition to telephone and e-mail.

Exceptional time management, interpersonal and multitasking skills.

Thorough knowledge of all core legal software systems, particularly: Microsoft Desktop and Server Operating Systems, Microsoft Office Suite, NetDocuments, Interaction and Workshare. Desktop PC, laptop, PDA and printer setup, configuration and maintenance in a networked environment. Advanced document troubleshooting and forensics with Microsoft Word and Excel.

Provides support to end users on a variety of issues by identifying, researching, and resolving technical problems;

Responds to technical support requests using a multi-line telephone system, self-service and email submissions and in-person requests;

Documents, tracks, and monitors problems to ensure a timely and acceptable resolution;

A degree of creativity and latitude is expected;

Reports to an immediate team lead

Familiar with a variety of the field's concepts, practices, and procedures;

Relies on experience and judgment to plan and accomplish goals;

Requires a professional appearance, great customer service and a positive attitude;

Open to constant change

Able to handle difficult situations under pressure

Knowledgeable in Microsoft Office Suite, NetDocuments, InterAction, IntApp Time and other legal applications.

Requirements

Requires an associate’s degree in a related area and 2-4 years of experience in the field or in a related area (2 years additional experience, in a related field, may replace the associate’s degree)

Skills related to applied hardware and software support in a legal environment, department management, business analysis, imagination and diplomacy.

Contact:

nina.smith@wallerlaw.com

Company info

Waller Lansden Dortch & Davis, LLP
Website : http://www.wallerlaw.com