Help Desk Specialist
ORGANIZATION: Top-Ranked Law Firm
LOCATION: Cleveland, OH
COMPENSATION & BENEFITS: Base salary up to $75K, Paid Overtime, Bonus eligible, Medical and Dental Coverage; Paid Time Off; 401K; Savings Accounts; well sought after firm culture and more!
SUMMARY: Top-ranked law firm is seeking a Help Desk Specialist to serve as an integral member of the IT Department to ensure the efficiency and success of the legal and administrative staff within the Firm.
KEY RESPONSIBILITIES:
- Handle daily interactions with attorneys, assistants and staff to facilitate conferencing needs
- Provide white-glove technical support for the company globally
- Handle incoming calls and emails for technical concerns; resolve problems quickly during the first interaction
- Offer guidance and support in the set-up and testing of meetings
- Manage help desk ticket requests and make sure that each is responded to promptly
- Maintain log of technical concerns addressed in system
- If there are outstanding technical issues, ensure appropriate, clear and concise follow-up
- Ensure that IT Help Desk services are being operated in an efficient manner across the Firm
- Act as a representative of the IT Help desk when responding to assistance requests
- Troubleshoot, identify, and research IT issues and interface with staff via telephone or in person
- Monitor active and resolved IT support issues/tickets and check for whether they need to be escalated to a higher level support staff and create or update articles through Intranet Site to act as a resource for other IT staff members
- Install updates on software throughout the Firm when needed
- Manage hardware/software inventory
REQUIREMENTS:
- High School Diploma
- 1+ years of relevant experience in a professional services or law firm environment
- Strong Windows 10 desktop experience required
- Knowledge of conferencing platforms: WebEx, Zoom, Microsoft Teams
- Excellent ability to follow procedures and processes to ensure we remain IT Compliant
- Excellent communication skills
