Williams Mullen is seeking a Helpdesk Analyst who will, under minimal supervision and according to established policies, procedures, and detailed instructions, provide Level I & II Help Desk support to attorneys and staff of networked computer systems across a broad base of applications. Analyze and solve problems while being proactive in resolving issues across a multi-site enterprise. Interacts daily with the employees and IT team members to assist in the resolution of internal customer problems and/or questions in a timely and accurate manner. Ability to document in detail all reported issues through resolution.
Partner with teammates and other coworkers to identify and resolve issues and problems, and make improvements
Become intimately familiar with assigned applications or products to support departments, practice groups or teams to understand, support, and advise business processes
Keep professional skills current by taking relevant training, continuing education courses, and conferences. Apply and share these skills back on the job to the betterment of the department and firm
Be a critical thinker; think things through before asking someone else and use the resources available to find information and seek answers
Maintain high quality standards within the team by supporting good practices and habits. Identify and encourage areas for growth and improvement within the team
Assess opportunities for application and process improvement and prepare documentation of rationale to share with team members, leadership, and other affected parties
Required Skills & Experience:
3+ years’ experience in providing direct hardware and software support
Experience troubleshooting and support skills for desktops, laptops, mobile devices, printers, various Windows OS, and Microsoft Office Suite applications
Experience providing remote access support
Microsoft 365 experience
iOS and Android experience
Training experience, either one-on-one or classroom (a plus!)
Understanding of large networked environments (both LAN and WAN)
Exceptional customer service and troubleshooting skills, problem solving, and follow-up skills
Excellent interpersonal skills, both in-person and over the phone
Demonstrated ability to handle stressful situations in a calm, composed manner
Strong attention to detail and quality control
Ability to quickly assess a situation and adjust approach to fit
Demonstrated ability to quickly learn and support new technologies.
Tenacious problem-solving skills
Comfortable working independently, with minimum supervision
Preferred Skills & Experience:
Prior law firm experience
About Williams Mullen
Williams Mullen is a regional, full-service law firm with approximately 240 attorneys in offices across North Carolina, South Carolina, Virginia and Washington, D.C. Since our firm began in 1909, our goal has been to provide business and legal solutions to help our clients’ businesses thrive.
While we excel within our mid-Atlantic footprint, our clients find that they increasingly come to us for their legal needs across the United States and internationally. They tell us they appreciate our Am Law 200 big firm capabilities and experience without the big firm rates.
Our clients have peace of mind knowing we are responsive and act with a sense of urgency in today’s fast-moving business environment. We are committed to being clear, concise and transparent in our communications. We believe in being fair in the delivery of our services from pricing to scope of work to billing practices. And lastly, we make sure that we bring a team together that is excited to understand you and your business. This is our pledge to all clients.
At Williams Mullen, we don’t have offices located around the world, but we proudly offer the same quality of work that, combined with consistently excell...ent client service, creates a better value for our clients.
Together, we work each day on Finding Yes®.