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
