Help Desk Specialist

JOB SUMMARY: The Help Desk Specialist is an integral role within the Help Desk team that provides support and assistance to the firm’s network users, along with the Information Technology (IT) department. As a member of the Help Desk team the Help Desk Specialist performs hands on support for any end user problems that arise among firm employees and escalates appropriate issues to other members of the IT department as needed. The Help Desk Specialist maintains and troubleshoots hardware and software on PCs and laptops. ESSENTIAL FUNCTIONS: Follows firm practices and procedures in providing ongoing proactive and reactive Help Desk support independently and as by the Help Desk Manager. Provides oversight of the Help Desk's primary mission in a reactive user support function, which is to assist Wolf Greenfield users with anything they may need help with. Provide hardware and software support for all laptops and desktops. This includes imaging, user provisioning, troubleshooting, and asset management. Creates and maintains system user accounts for network and remote access (i.e., network, iManage, iManageShare, CPI, and Zoom. Provides first level (initial) support for questions and issues relating to the M365 Suite (i.e. Word, Excel, PowerPoint, Access, Outlook and Visio). Provides second level (escalated) support for all other firm-sanctioned Windows-based applications and hardware (i.e. iManage, IPDAS, CPI, Aderant, eWorkflow). Shares responsibility with the rest of the Firm’s IT department for updating and maintaining the accuracy of the firm’s Active Directory. Provides primary support for all other firm systems and related equipment (i.e., phones, printers). Shares responsibility of providing frontline after-hours network and systems support with the IT Support team, which includes but is not limited to handling urgent requests promptly, and monitoring email and voicemail requests received after hours. Escalates after-hours issues to the appropriate parties, as needed. Assists the Application Support Specialist in identifying areas where additional systems training is required. Assists in the recommendation and evaluation of new software and hardware. Assists in the installation and configuration of new software and hardware. Provides primary troubleshooting assistance for all networked printers and home office printers. Provides backup troubleshooting assistance for all Canon multifunction devices and escalates troubleshooting to the Production department when necessary. Works and coordinates with the firm’s printer maintenance vendor to help provide that support when necessary. Configures basic networking and troubleshoots network connectivity issues. Uses basic AV knowledge to assist with conference room meetings and equipment setups as needed. QUALIFICATIONS: Bachelor’s degree and minimum of two (2) years of work experience in an IT Support capacity, or equivalent combination of education and work experience. Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint) and demonstrated competency with computer operating system and software troubleshooting. Exceptional oral and written communication skills with the ability to effectively communicate workflow and project updates. Strong time management, prioritization, problem-solving, and organizational skills and the ability to work effectively in a high-pressure environment. Strong interpersonal skills and the ability to work effectively with different levels of constituencies. Flexibility and capacity to respond calmly, efficiently, and effectively in stressful situations. Punctual and reliable. Able to meet set deadlines and work effectively under pressure. Ability to maintain confidentiality of matters and other firm business information. BENEFITS: Wolf Greenfield offers a comprehensive benefit package focused on the overall well-being of firm employees. Our benefits include multiple health care plan options, vision and dental insurance, flexible spending accounts/health saving accounts and life insurance. Eligibility for our employer sponsored 401(k) plan includes an employer match and discretionary profit sharing. The firm is invested in our employees development by providing tuition reimbursement and professional development opportunities. Additionally, WGS offers further benefits and perks focused on employee well-being including generous paid time off; including sick time and vacation time, parental leave, commuter benefits, charitable matching gift program, well-being support and much more! Wolf Greenfield does not offer visa sponsorship. All job openings are subject to export control regulations. Any offer of employment is subject to the successful completion of a background check. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Physical Demands: The firm will strive to provide reasonable accommodations, as requested, to enable an employee with a disability to successfully perform this position in our office setting. Frequent communication is an essential aspect of this position, and employees must be able to exchange timely and accurate information in a variety of situations. This position may also encompass maintaining a stationary position for long periods of time (at least up to 50% of the workday) with occasional movement, as well as lifting and/or moving objects that weigh up to 25 pounds. Other essential functions may apply and employees working remotely have the same or similar requirements. Work Environment: The office work environment of the firm is characteristic of the environment the job holder will encounter. In this typical office setting, an employee will encounter standard office equipment and any noise associated with that equipment. The noise level is usually quiet to moderate. The office setting of Wolf Greenfield requires the ability to manage multiple work priorities along with frequent interruptions. #J-18808-Ljbffr