Help Desk Technician; WDC

Position: Help Desk Technician (WDC)
Summary

The Help Desk Technician must be able to work with users of varied technical ability and have strong troubleshooting, communication, documentation, and interpersonal skills.

Please submit your application by no later than 45 days following the posted date. Applications received after this date may not be considered.

Required Education & Experience

• Associate's degree, technical training school completion, or equivalent work experience.
• Minimum of 1 year technical help desk experience.
• Capable of working in a team environment demonstrating good communication skills.
• Solid understanding of basic networking concepts, computer hardware, and software support.
• Good working knowledge of Windows 10/11, Microsoft Office 2016/365 applications, Mac OS and mobile devices (Android & iPhone).

Preferred Education & Experience

• Minimum of 2 years of technical help desk experience.
• Excels working within a team environment and has excellent oral and written communication skills.
• Advanced knowledge of troubleshooting complex issues, such as network printers, remote connectivity, software support, hardware issues, and Microsoft Office 365.
• Experience supporting virtualization, VMware Horizon, VMware vSphere, VPN, Microsoft Endpoint Manager (previously System Center Configuration Manager), and Active Directory.
• Law firm or professional services experience preferred.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. In order to perform one (1) or more essential functions of this role, working a hybrid schedule is required.

• Customer Service (35%)
  • Provides courteous and efficient technical customer service support for all business applications, including enterprise, and division/departmental applications as well as hardware environment.
  • Responds to support calls in a positive, informative, and appropriate manner.
  • Keep customer promptly and consistently informed on status of ticket, prioritizing customer satisfaction.
  • Provides assistance through remote tools or by visiting desk side as required.
  • Installs, maintains, and replaces technology equipment and peripherals.
• Troubleshooting (25%)
  • Performs restorative and maintenance actions either remotely or at the user's location to resolve problems using basic troubleshooting and technical skills.
  • Provides accurate, timely and creative solutions to computer, technical, and networking problems to ensure user productivity.
  • Simulates or recreates user problems to resolve complex issues.
  • Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installation, moves, and configuration changes, and maintains ownership of issue through resolution.
  • Displays initiative in identifying, researching, and resolving issues involving the maintenance of the firm's desktop environment.
• Documentation (20%)
  • Maintains timely entry of accurate information and data regarding user issues within the tracking system and according to policies and standards.
  • Documents troubleshooting steps and resolutions into the Firm's technical knowledgebase and ticket management software, following the team's best practices.
  • Creates work instructions sharing solutions to common challenges.
• Projects and Teamwork (10%)
  • Provide direct, routine technical support/advice, troubleshooting assistance, problem resolution, and responses to inquiries.
  • Works collaboratively with Help Desk team via instant messaging, email and phone to expedite solutions for users.
  • Willing to step out of comfort zone in accommodating cross-departmental requests.
  • Follows appropriate escalation path and seeks required approvals.
  • Participate in on-call rotation.
• General and Administrative (10%)
  • Performs other duties as assigned.

Competencies

• Strong verbal and written communication skills.
• Self-motivated with excellent organizational skills and attention to detail.
• Highly professional with a strong customer service orientation, commitment to meeting deadlines, and ability to multitask in a fast-paced and dynamic environment.
• Strong professional, independent thinking skills with strength in problem solving and the ability to offer constructive opinions and creative solutions.
• A team player who motivates and educates other team members.
• Regular and predictable attendance is an essential function of the position.

Supervisory Responsibility

This position has no supervisory responsibilities.

Travel

Travel required, as necessary.

Work Environment & Physical Demands

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While performing the responsibilities of the position, these work environment characteristics are representative of the environment the person in this position will encounter. While performing the duties of this job, the employee will work in a professional, fast paced office environment that may require additional hours to complete…