Help Desk Technician

Help Desk Technician, Chicago, IL

The Help Desk Technician is primarily responsible for first-line support to firm users and any guests to the office. This position works hard to give the best user experience on every interaction. It is the face of the IT Department. This position works closely with firm employees in all areas. This position is 100% Onsite and NOT open for Remote.

Help Desk Technician Responsibilities:

• Be the primary person for various enterprise systems.
• Image PCs utilizing a process built into firm image/application deployment solution.
• Act as backup person for Systems/Applications that other Helpdesk team members support.
• Facilitate escalation of technical issues to appropriate IT team members, management and third-party vendors.
• Implement and manage inventory asset system for PCs and monitors. This includes researching what equipment is going bad and needs to be ordered. Coordinates with Director of IT on ordering.
• Coordinate with the Director of IT to maintain software licenses for non-firm wide applications.
• Facilitate new employees on boarding by working with all departments involved, including the customization and installation of IT resources as needed.
• Manage firm email/text service for notifying users of emergencies or other global notifications.
• Provide hands-on support for smart phones, tablets, and other types of mobile devices as a device for the production and consumption of attorney work products.
• Promptly respond to and troubleshoot Help Desk requests by phone, desk-side support or email.
• Track and schedule hardware repairs and maintain equipment maintenance history records.
• Support for usage of various business partner websites and hosted services.
• Provide firm wide communication for a variety of IT announcements.
• Assist other IT Department members in completing tasks pertaining to ongoing projects.
• Maintain a professional work relationship with lawyers, managers, and staff.
• Provide after hours on-call support according to schedules set by the Director of IT.

Help Desk Technician Qualifications:

• Degree from recognized college or university.
• Demonstrate expertise in Office applications (Word, Excel, PowerPoint, and Outlook).
• Experience with PC hardware and configurations required.
• Excellent troubleshooting skills.
• Ability to communicate effectively with all levels of Firm employees and professional staff.
• Be able to lift 50 pounds as there can be some work organizing items in storage.
• You will need to work on PCs and equipment under desks, storage rooms and other locations without easy access.
• Maintain a high level of accuracy, superior attention to detail and strong organizational skills, especially in regard to email hygiene and inbox organization.
• Possess strong ability to determine priorities and reprioritize and escalate when necessary.
• Facilitate clear and concise communication with others in a positive manner.
• Work with others effectively in a team that encourages diversity of thought and innovation.
• Maintain a professional demeanor, exhibit sound judgment, maintain confidentiality and use discretion.
• Exhibit problem-solving skills and demonstrate initiative and accountability.
• Thrive in a dynamic fast paced environment with fluidity amidst multiple projects, shifting priorities and competing deadlines.
• Adapt and accept changes in job responsibilities based on the strategic goals of the firm.
• Excellent customer service, professional attitude and appearance are a must. Ability to work overtime & meet deadlines.
• Basic knowledge of network operating systems, network hardware/cabling, communication protocols, communications software, PC databases, and PC/server hardware a plus.
• Working knowledge of audio and video technologies a plus.

Benefits include medical insurance, retirement plan, PTO, etc.