Help Desk Analyst

Essential Functions Provide exceptional customer service. Provide phone support while maintaining a phone availability status of 85% or higher. Provide high level application, desktop, and telecom software and hardware support with the expectation of immediate solutions for end user issues. Document end user issues/requests utilizing the IT Service Desk service management application. Provide end‑user hardware, software, and telecommunications desk‑side system support. Work in conjunction with entire support staff in the successful completion of all Service Desk related projects. Work toward team standards in relation to the current Service Level Objectives. Provide identification/resolution for IT Infrastructure and desktop issues. Furnish reports, information and/or documentation as directed by management. Retain ownership of all issues/requests assigned until closure with end user agreement. Assist with execution of all desktop system and voice related moves, adds, changes, and upgrades. Compile, document, and distribute new troubleshooting techniques when they would benefit the team. Participate in department initiatives and represent the department as a member of the technical staff. Keep abreast of technologies in the Desktop and Telecommunications environment by attending seminars and other educational opportunities as required. Computer imaging as needed and directed by IT. Identify and document reoccurring issues and present to management possible solutions as well as suggest and implement innovative ideas to improve the Service Desk processes. Perform additional tasks as directed by management. Qualifications/Skills Required At least 2 years of Service Desk experience. Excellent knowledge of MS Windows operating systems. Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Outlook and Exchange. PC hardware proficiency (Intel / Mac / HP). Experience with macOS is a plus. General understanding of Incident Management and IT ticket systems. Experience with ServiceNow is a plus. Excellent customer service skills, including verbal and written communication skills; as well as telephone, interpersonal, analytical and organizational skills. Team player, creative, innovative, flexible & enthusiastic. Ability to work independently on special assignments. Law firm experience a plus. Educational Requirements Associates Degree or equivalent work experience of 2 to 4 years required. We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law. #J-18808-Ljbffr