Senior Level Help Desk Analyst (12:00 – 8:00 pm with car service)

Senior Level Help Desk Analyst (12:00 PM – 8:00 PM) with Car Service

ORGANIZATION: International Law Firm

LOCATION: Chicago, IL (Remote to start)

COMPENSATION & BENEFITS: Base salary commensurate with experience, Paid Overtime, Bonus eligible, Medical and Dental Coverage; Paid Time Off; 401K; Savings Accounts; well sought after firm culture and more!

SUMMARY: Top-ranked multinational law firm is seeking a Senior Level Help Desk Analyst to serve as an integral member of the Company-wide IT Department to ensure the efficiency and success of the legal and administrative staff within the Firm.

KEY RESPONSIBILITIES:

  • Provide white-glove technical support for the company globally 
  • Handle incoming calls and emails for technical concerns; resolve problems quickly during the first interaction
  • 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:

  • Bachelor's Degree required
  • 5+ years experience in a professional services or law firm environment 
  • Supervisory experience is a plus
  • Knowledge of Microsoft Office, iManage, Citrix/VPN, AirWatch, Avaya, and ITSM
  • Previous experience with Active Directory is desired
  • Ability to troubleshoot wireless handheld devices (Blackberry, Droid, iPhone, iPad, etc)
  • Ability to troubleshoot remote technologies (RDP, VPN, Citrix, etc.)
  • Excellent ability to follow procedures and processes to ensure we remain IT Compliant
  • Knowledge of Zoom, WebEx and Teams Video Conferencing systems

One or more of the following certifications is a plus:

  • MCITP: Enterprise Desktop Support Technician on Windows
  • MCITP: Enterprise Desktop Administrator on Windows 7
  • MOS: Microsoft Office Specialist; Certification in Word, Excel and Outlook (version 2016) PowerPoint or Access, Network+ preferred
  • ACMT: Apple Certified Macintosh Technician
  • HDI Help Desk Analyst Certification