Help Desk Administrator

Join Nutter McClennen & Fish as the Help Desk Administrator Tier 1 providing exceptional full service technical support to attorneys and professional staff. The Help Desk Administrator works in the Information Technology Department reporting directly to the Help Desk Manager.

The position is a full-time, nonexempt, hourly position in the Boston office, offering the flexibility to work remotely two days a week. The schedule is thirty‑35 hours per week Monday through Friday, 9:00 a.m. – 5:00 p.m. From time to time, it will be necessary for the Help Desk Administrator to work additional hours or change their hours in order to ensure all coverage and/or deadlines are met.

The Help Desk Administrator must be willing to take part in an on‑call 24/7 rotation.

• Troubleshoots and diagnoses problems through to resolution to minimize down time of applications, hardware and personnel, and follows internal escalation routines to various IT support functions.
• Provides accurate record of each call in a service management tracking tool; monitors all open issues to ensure business and customer expectations are met, provided periodic updates, and promotes customer advocacy.
• Maintains asset database for all IT related hardware.
• Works with Manager to recommend training programs based on calls to better assist end users.
• Develops and maintains articles for the Help Desk’s knowledgebase.
• Creates new user accounts on various systems.
• Enforces policies and procedures for end users’ use of technology.

• High school diploma or its equivalent required.
• At least three (3) years of experience working in a technology Help Desk position.
• Professional experience and advanced knowledge of the Microsoft Office 2013 and 2016 Suite.

• High degree of technical skills and experience in a law firm or other professional services environment.
• Professional experience with iManage File Site and other legal applications a plus, but not required.
• Possesses excellent troubleshooting and problem‑solving skills.
• A self‑starter with the ability to multitask and set priorities as needed.
• Excellent interpersonal skills, including strong communication skills, tact and diplomacy as well as the ability to interact positively and productively with all levels of the firm.
• Demonstrates organization, flexibility, and reliability to set priorities, as well as the ability to manage multiple responsibilities and works well under pressure.
• Works collaboratively with team members as well as attorneys and staff throughout the firm.
• Adaptable to last‑minute changes and disruptions, and ability to reprioritize if necessary.
• Continue to advance in the knowledge and skills needed to perform job duties.
• Demonstrate the ability to remain composed and interact positively and professionally with higher management, peers and subordinates in all situations.
• Communicate effectively in person, in writing and electronically.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

While performing the duties of this job, the employee is required to sit for most of their job duties. There is the need to frequently move around the office. There will be a moderate amount of standing, stooping, kneeling, bending and reaching for some of their job duties. Visual requirements include reading on a computer screen as well as printed materials.

A high degree of dexterity is required due to frequent use of a keyboard and telephone. Verbal and auditory requirements include the ability to communicate clearly over the telephone as well as in person. There is a low level of grasping, lifting, pushing and/or pulling of objects of less than 25 lbs.

This Job Description does not represent an employment contract; it does not alter the employment‑at‑will status and is subject to change as the needs of the Firm and the position dictate. This Job description illustrates the various types of…