Help Desk Technician

Help Desk Analyst

The Opportunity

Performs all help desk analyst functions according to established policies and procedures. Field calls and emails from attorneys, managers and staff and solves or escalates to the appropriate support group. Ability to effectively handle all types of personalities with professionalism at all times.

Responsibilities:

• Receives and responds professionally and courteously to inbound calls and email requests for assistance from users needing assistance with hardware, software, networking, and other computer related technologies.
• Effectively documents all support requests and, if necessary, escalates to appropriate support group and or individual.
• Monitors progress through resolution. Analyzes and resolves problems, as well as documents resolutions in ticket tracking system.
• Monitors support activity and informs team/manager of any perceived trends in calls/emails being received and/or solutions being employed.
• Participates in the implementation of special projects as requested.
• Continually improves technical proficiency through research, self-training and participation in internal and external training opportunities.
• Participates in the rotation of monitoring and resolving of voicemail and email requests.
• Requires flexibility for coverage of all shifts on short notice and for vacations.

Shift Hours: 12 PM – 8 PM

Compensation: Exact compensation may vary based on skills and experience and salary range is $70k - $80k

Requirements:

• Law Firm experience
• Three years of work experience in a medium to large PC-based legal or professional services organization where you have gained experience in providing high quality customer service.
• Ability to quickly analyze problems, follow policies and procedures and establish work priorities. Must be able to work in a group environment.
• Strong customer service focus combined with excellent listening, written and verbal communication skills. Ability to effectively handle all types of personalities with professionalism at all times, including during stressful conditions.
• Individuals in this role must possess strong editing skills with MS Word with document scrubbing, repair and recovery, as well as the ability to style, format, print, and store documents in a document management system. Familiarity with the following applications such as DUO 2FA, MS Authenticator, Citrix and Cisco VPN connectivity, Azure, Entra, Exchange Online, Intune, iManage, Mimecast, CyberArk, Service Now ticketing system, Zoom and Teams.

Team: Information Technology

Working Pattern: Full time

Location: New York

Contract type: Permanent Contract

We are committed to attracting people from all backgrounds and creating a respectful and inclusive culture where everyone thrives. We see this as essential to our success, including our ability to innovate and achieve sustained high performance. This is a key part of our Values—Human, Bold, and Outstanding.

Herbert Smith Freehills Kramer is an equal opportunity employer. The firm is committed to creating and maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of the business and are valued for their skills, experience, and unique perspectives. The firm does not discriminate on the basis of race, color, creed, religion, sex, national origin, veteran status, mental or physical handicap or disability, age, citizenship status, alienage, ancestry, marital status, sexual orientation, gender identity, or expression or any other criteria prohibited under applicable federal, state or local law.