The Help Desk Analyst is responsible for first and second level support provided through phone and email. This includes troubleshooting and resolving technical problems on a wide variety of computer software applications and hardware. In addition, the Help Desk Analyst will provide assistance to the Litigation Support Team. Prior law firm experience is required. This position can be located in either Chicago, IL or New York, NY.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Quickly resolve Help Desk end-user issues that come over phone, email, or through face-to-face interactions. Including issues with applications, desktop and laptop hardware, printers, mobile devices, telephones, and basic network access.
Support a wide variety of legal software applications, including Microsoft Office.
Analyze, troubleshoot, and resolve issues with a goal of 90% first call resolution.
Track issues and document troubleshooting efforts using the firm’s incident tracking system.
Assist with employee on-boarding, including the creating and testing of new accounts and workstations.
Provide hands-on litigation technology support including but not limited to projects such as: database creation and maintenance; importing images, data and transcripts into databases; searching data; exporting data; reformatting and converting data; designing forms and reports; e-discovery processes; and scanning, OCR, and coding. Databases and applications utilized include IPRO Eclipse, Relativity, Concordance, Trial Director, and TrialPad.
Assist with the bates numbering and combining of documents.
Provide regular status updates to the IT Director and communicate to users in a timely manner. Escalate any issues quickly, keeping other staff informed and up-to-date.
Work with other IT staff members testing software applications and updating technical documentation.
Participate in on-call after-hours rotation and respond during emergencies in a timely fashion.
Perform other duties and projects as assigned.
Bachelor’s Degree preferred.
Minimum 2 years’ experience supporting technology in a law firm.
Expert proficiency in the Microsoft Office 2016 suite, including: Word, Excel, PowerPoint, Access and Outlook.
Solid understanding of standard legal business software including document management systems (iManage), legal template and numbering software, document comparison software, timekeeping software, Microsoft Office, Nuance Power PDF Advanced, and Adobe Professional.
Experience troubleshooting Microsoft Windows 10.
Excellent communication and organizational skills, including the ability to interact effectively with a diverse range of people in a professional manner.
Ability to quickly learn new applications and legal-specific software packages.
Excellent time management, prioritization and organizational skills, including the ability to manage multiple assignments simultaneously and work effectively in a fast paced and high-pressure environment.
Team player with a strong sense of customer service.
Predictable and consistent attendance.
Ability to maintain a high level of confidentiality.
ENVIRONMENT AND PHYSICAL DEMANDS
This job operates in a reasonably quiet professional office environment.
While performing the duties of this job the employee is regularly required to operate standard office equipment including computer, phone, copier and use hands to finger, handle or feel; reach with hands and arms; and talk or hear. Sitting, standing or otherwise remaining in a stationary position for extended periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Reading and understanding a variety of materials. Must be able to lift up to 25 pounds.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
About Clausen Miller P.C.
Founded over 80 years ago, Clausen Miller represents businesses, insurers and professionals through strategic, cost-effective litigation and counseling across the nation and around the globe. With over 130 attorneys practicing in ten offices, Clausen Miller serves as international, national, regional and local counsel to numerous insurance companies, corporations and financial clients. In addition, the Firm partners with Clausen Miller International, a multi-national partnership.
While maintaining the firm's core practice of serving and representing the insurance industry, particularly with regard to analyzing coverage under policies, defending insurers when sued and prosecuting subrogation actions for or on behalf of insurers, the firm counsels clients on a broad range of commercial litigation, insurance and liability issues.