Information Technology Help Desk and Support Services Technician:
March 21, 2018
Blue Bell, Pennsylvania
Full Time - Entry Level
Information Technology (IT), Operations
The Help Desk Technician is primarily responsible for first level phone, email, and desk side support for the firm’s desktops, laptops, mobile devices, audiovisual equipment, printers, multi-function devices, peripherals, telephone equipment and provides software training. Will assist with firm’s website and social media presence.
Hours are 8:30 am to 5:00 p.m. Monday through Friday (limited overtime may be required occasionally). Primary location in Blue Bell, PA but must be willing to travel to Cherry Hill, NJ and Philadelphia, PA as needed. Must have a valid driver’s license. This position reports directly to the Chief Operating Officer.
Problem analysis and resolution of all software and hardware issues;
Log all help desk calls, email requests and update incidents and problem information;
Analyze, troubleshoot, research and resolve technical issues;
Escalate issues appropriately when necessary;
Follows up to ensure issues are resolved and requests are satisfied;
Provides excellent customer service, and practices total contact ownership from acknowledgment to closure;
Participates in new application testing and special projects;
Deploys basic hardware;
Works as a part of internal IT team and with firm’s IT consultant partner;
Update the firm’s website, social media outlets and assist with client alerts.
1 to 3 years Microsoft product support including Windows 10 and Office 2016
1 to 3 years Help Desk experience in a law firm or professional environment
Strong customer service and communication skills (face-to-face, phone, and email)
Independent analysis and strong problem-solving skills
Excellent sense of urgency and the ability to triage incidents, problems, tasks and projects quickly
Experience with the following enterprise and desktop software applications would be helpful
Microsoft Office 2016
PDF Docs/PDF Compare/Adobe Acrobat
Desksite or Imanage Document Management System
Remote Desktop Software
Summation and/or litigation software
Citrix Sharefile/Dropbox, etc.
Strong analytical and problem-solving skills
Interpersonal skills necessary to maintain effective relationships with employees at all levels of the organization
Self-starter, highly motivated, organized and dependable
Demonstrate excellent oral and written communication skills
Must be able to move and set-up computers, monitors, printers, etc.
Ability to regularly stand, walk, use fingers, hands, reach, lift boxes and equipment and bend/crawl under desks
Valid driver’s license
Kaplin Stewart offers a competitive salary and comprehensive benefits package including healthcare coverage, paid holidays and personal time off, 401k Profit Sharing plan, etc.
Internal Number: n/a
About Kaplin Stewart
Kaplin Stewart Meloff Reiter and Stein, P.C. is a mid-sized commercial law firm with offices in Blue Bell, PA, Cherry Hill, NJ, and Philadelphia, PA, with approximately 80 end users.