Help Desk Analyst is responsible for first and second level support for all of the Firm’s standard software and hardware. Provides effective evaluation of customer needs. Good judgment and timeliness in response to issues and requests is imperative. Duties include both first point-of-contact phone and floor support.
Principle Duties and Responsibilities (*Essential Functions):
Log support calls in the IT Service Management (ITSM) system along with the steps taken to troubleshoot and resolve each incident.
Take ownership of emailed incidents and requests created in the ITSM system and document the steps taken to troubleshoot and resolve.
Provide technical support on all Firm hardware and software.
Trouble-shoot problems and provide detailed information; when necessary re-assign incidents/requests to another support team.
Update asset management information for Firm hardware in the ITSM system.
Train and support users on specialized software products used by various Firm service departments and practice groups.
Provide support for firm conference and audio visual equipment.
Work on special projects assigned by the Help Desk Manager and Director of Information Services.
High school diploma or General Educational Development (GED) credential required; Bachelor’s degree in Computer Science or similar preferred.
3+ years of experience providing technical support in a professional services firm environment required; law firm experience preferred.
Must have or working towards MOS (Office 2017) certifications, A+ certification and/or MCSA (Windows 10).
Excellent oral and written communication skills.
Knowledge of professional standard software and hardware.
Knowledge of basic networking technologies and basic MS Windows system administration.
Ability to communicate efficiently and support with users over the phone and in person.
Ability to organize and prioritize multiple projects effectively.
Physical Demands and Work Environment: While performing the duties of this job, employee must be available to work 35 hours per week, variable (M-F). Must be flexible with hours and re-scheduling during workweek. The employee may be required to sit for extended periods of time; must be able to bend, reach, twist and push while sitting or standing and be able lift 50 lbs.
The statements contained in this position description are not all-inclusive. Additional duties may be assigned and requirements may vary from time to time, and from location to location.
About Neal, Gerber & Eisenberg LLP
Neal, Gerber & Eisenberg LLP was founded in 1986 by a group of lawyers of widely diverse backgrounds and personalities. Entrepreneurial and independent-minded as individuals, these lawyers were committed to a firm culture and style of practice that encouraged collaboration among colleagues at all levels. Each of the founders brought to the enterprise years of experience in and deep substantive knowledge of specialized areas of law, yet each favored practicing in ways that were broadly interdisciplinary, recognizing the fresh perspectives that approach could bring to every client matter.