Job description
TRC Professional Solutions is seeking a Help Desk Analyst for an international law firm who takes pride in their work through impactful communication, collaboration, and community involvement.
ROLE SUMMARY
Under direction of supervisor, provide a single point of contact for all employees to report I.S. related questions and problems. Provide first level support for customers in a timely, accurate, and courteous manner.
Under direction of supervisor, provide a single point of contact for all employees to report I.S. related questions and problems. Provide first level support for customers in a timely, accurate, and courteous manner.
RESPONSIBILITIES INCLUDE, BUT NOT LIMITED TO
- Schedule for this position is Monday – Friday 8:30 am – 5:00 pm. Must be flexible to shift changes based on business need.
- Provide technical support via phone and email for customers who have questions or problems relating to IT systems during the firm’s Technology Refresh.
- Accurately document all instances in the Ticketing System including utilization of the Knowledge Base.
- Adhere to assigned schedule including start/end times, breaks and lunch hour and maintain flexibility in adjusting work schedule as needed to meet business needs and maintain customer service levels.
SKILLS NEEDED TO BE SUCESSFUL
- Professional verbal and written communication.
- Excellent customer service skills.
- Experience on a Service Desk, with 100% phone support in a technically diverse environment.
- Expert level knowledge of MS Word and familiarity with Windows 11. Ability to successfully complete a Microsoft Word assessment.
- Ability to understand procedures and instructions specific to the area of assignment as would be acquired during four years of high school.
Education/ Experience:
- Prior Service Desk experience in a legal environment or heavy support of Microsoft Office is required. Experience with Microsoft Office 11 is a plus.
- Overall good understanding of IT Infrastructure – network, hardware, remote & wireless technologies
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