Help Desk Analyst

Help Desk Analyst at Mc Guire Woods  LLP

Mc Guire Woods  is hiring an IT Service Desk/Help Desk Analyst to join its enterprise-wide IT service desk in our Richmond, VA office. The candidate will be responsible for providing technical and informational assistance related to applications, hardware, peripherals, telephony and network‑related issues via telephone, remote desktop connection, email or chat. Candidates should have advanced‑level knowledge of the latest Windows and Microsoft Office Suite versions.

Experience with document management systems, 2‑factor authentication and other legal specific applications is preferred. This position is highly visible, requiring dependability, communication skills and professionalism.

Mc Guire Woods , one of the world’s leading law firms, has provided legal solutions to corporate, individual and nonprofit clients since 1834. Along with excellent benefits, Mc Guire Woods  offers most employees a hybrid remote option allowing flexibility and work‑life balance. Our Applicant Disclosures describe your rights. Our Privacy Statement describes how we will process and safeguard your personal data.

• Adhere to incident management, problem management, change management, and knowledge management best practices.
• Log all calls or email requests into the current IT Service Management System and provide updates.
• Ability to quickly diagnose, organize, and prioritize competing deadlines and properly set service expectations with clients.
• Utilize advanced features in MS Office Suite and Adobe applications to resolve complex document issues.
• Analyze, troubleshoot, and resolve problems with a goal of 85% First Call Resolution.
• Utilize and troubleshoot web‑based applications.

• REQUIRED:
  
  Advanced level skills in the following:
  • Word (e.g., advanced editing including identifying corruption, redlining/black lining, creating tables, formatting styles)
  • Outlook (e.g., managing delegate access to multiple inboxes and calendars)
  • Adobe (e.g., editing PDFs including converting, redacting, creating binders)
• 3+ years Microsoft product support experience and proficiency with the latest Windows and Microsoft Office Suite versions.
• Certification in Microsoft Office Suite preferred.
• Support experience with Service Now, Mobile Device Management, Citrix, VPN and Remote Desktop Services on all platforms and any other legal applications is preferred.
• Advanced knowledge and support of various mobile email devices (iOS, Android, etc.).
• Outstanding professional communication skills, a customer‑first attitude, professional phone demeanor and ability to deal with multiple tasks in a rapid, constantly evolving environment along with a strong customer attitude, strong belief that the customer always comes first.
• Excellent grammar, spelling, and punctuation skills.
• Working knowledge of network and PC, and laser printer hardware components configuration and diagnostic utilities.
• Must be available for on‑call coverage for a 24/7 rotating schedule.
• Flexibility to work additional shifts and/or overtime.
• Strong ability to follow processes, procedures and security measures.

Have more questions? Connect with a recruiter directly.