Help Desk Specialist
- Expired: over a month ago. Applications are no longer accepted.
This position is a high profile, first line of contact for all employees at the Firm concerning technical issues. The clients have time constraints and deadlines to meet and could be calling from the office, at home or from a client location. This position will provide support to employees of the Firm's computer systems by analyzing and resolving problems either at initial contact or through troubleshooting and escalating to other IT groups. Employees are both external clients -- including lawyers, professionals and staff – and internal clients, i.e., the IT Department. The Help Desk Specialist must function as a highly effective member of the Help Desk and IT teams, but with the ability to be independent and own the issue at hand. Customer service is the primary focus.
Vaccination against COVID-19:
Proof that you are up to date with your COVID-19 vaccination unless you have a medical or religious basis precluding vaccination for which you are legally entitled to an exemption and that can be accommodated by the firm. Consistent with this requirement, prior to your start date you will be required to provide proof that you have received all recommended doses in the primary series and one booster when eligible. Generally, we consider an employee eligible for the booster if they completed the primary series of the vaccine at least six months ago and have not tested positive for COVID-19 in the prior 90 days. Getting a second booster is not necessary to be considered up to date at this time.
This position can be located in any of our West Coast offices (San Diego, San Francisco or Los Angeles) with a 10:00 am to 6:00 pm PT shift or in Boston with a 1:00 pm – 9:00 pm ET shift.
Respond to approximately 25 customer contacts per shift from all Firm offices and be part of a team of six that actively monitors and responds to all customer contact, whether by ACD system, voicemail, email or instant messaging.
Troubleshoot customer issues using best practices, internal tools, standard troubleshooting techniques and external resources.
Log all Helpdesk calls in the incident tracking system, creating accurate, succinct entries and escalating when necessary.
Monitor and follow-up on all assigned tickets in the incident tracking system, ensuring timely proper resolution, customer contact and satisfaction.
Analyze, research and resolve problems according to shifting priorities, time frames and resources, as well as documenting resolutions in the incident tracking system and communicating such to appropriate personnel (team, department, and clients where applicable).
Assess and prioritize technical requests using IT operational strategies.
Communicate answers to technical requests in a tactful and concise manner.
Be mindful of role as “public relations” arm of the IT Department and dispense information accordingly.
Participate in internal meetings with Helpdesk Team. Be prepared to discuss status of projects and current issues.
Coordinate with other team members for providing answers to difficult questions and resolve user problems.
Keep peers and Manager informed of trends, significant problems and unexpected delays.
Adjust to departmental staffing levels and coordinate workload with Team members and providing coverage when needed.
Assist in assignments that have an impact on our customers, including software testing, hardware setups, and off-hours projects.
Assist in the collection of data for identifying user requirements, which may result in future system development or training.
Strive to maintain a current level of knowledge of the computer/legal industry and Helpdesks in particular.
Expect to troubleshoot and resolve 80% of software, hardware, printer and network issues before escalation.
Be conscious of methods to reduce call volume and communicate such.
Be part of After Hours On-Call rotation, providing 24x7 technical support for the Firm.
Provide on-site coverage for up to one “soft” holiday per calendar year.
Assume additional responsibilities as requested.
This role requires 60% in office presence; remote work is permissible 40% of the time.
Bachelor’s degree preferred.
3+ years of technical customer service/word processing experience in a professional environment.
Law firm experience preferred.
Strong customer service focus combined with excellent listening, written and verbal communication skills.
Substantial experience in working with/supporting Microsoft Office applications.
Demonstrated ability to work effectively as a team member.
Ability to embrace change and support technology initiatives.
Confidently manage workflow and customer requests in a timely manner without sacrificing quality is essential to our success.
Strong sense of job ownership.
Organized, motivated and able to prioritize and multi-task.
Ability to teach as well as direct customers.
Empathize with the user and strive to meet the customer’s need by providing accurate and definitive solutions, such as best practices or alternatives in order to help keep the customer productive.
Experience with incident tracking systems.
Knowledge and experience with Microsoft Operating Systems, Handheld Data Devices (iPhones, Android phones), iManage, Innova and Citrix preferred.
Familiarity of ITIL foundation and best practices.
AddressSan Diego, CA
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