Senior Helpdesk Support Analyst
A mid-sized law firm located in Los Angeles, is seeking a Senior Helpdesk Support Analyst to join our Information Technology team.
Primary job responsibilities include the following; Provide comprehensive first-tier phone support for the efficient resolution of technology problems and requests for system end-users.
Answer support calls and e-mails addressed to the help desk and support end-users with general software, hardware and printer problems.
Solve problems over the telephone, via remote access or by visiting the workstation as appropriate; Escalate problems when necessary.
Accurately assess and record problems in the management software by opening, assigning and tracking help desk tickets.
Document problem descriptions and resolutions including identification of root causes and close help desk tickets as appropriate.
Install, configure, operate, and maintain system hardware and software, as well as participate in technical research and development to enable continuing innovation.
Ensure system hardware, operating systems, software systems, and related procedures operate at optimal levels, including monitoring and documentation of said systems.
Specifically responsible for Desktops, Application Support, Onboarding/Offboarding, Conference Room Technology, Mobile Device Management, Anti-Virus, Print Servers and File Servers.
Install new or rebuild existing workstations and configure hardware, peripherals, services, settings, directories, storage, etc.
in accordance with standards and project/operational requirements.
Provide Tier I & II support per request from various constituencies; investigate and troubleshoot issues.
Maintains user accounts including e-mail distribution groups, AD accounts, and other relevant accounts.
Performs periodic performance reporting to support capacity planning (desktop utilization metrics).
Participate in on call rotation for network or application support.
Design, install, integrate, coordinate and supervise QA testing and deployment of new applications.
Additional responsibilities as assigned.
ADDITIONAL JOB FUNCTIONS Coordinate with vendors and outside consultants when equipment requires servicing.
This includes placing service calls, maintaining service history logs, ensure that parts are ordered and installed, and follow-up with appropriate staff to be sure the problem was solved.
Document, publish and distribute all system changes and procedures to IT staff.
Notify and update the Director of Technology of all equipment problems and document their resolution or system changes.
Keep computer rooms in a clean, orderly, neat and professional manner.
Position requires the following:
An Associate's or Bachelor's degree is required.
Minimum of 5 years of IT support experience is required; law firm experience is preferred.
Proficient with Microsoft Office Must have working knowledge of TCP/IP network protocol.
Must possess a strong technical understanding of the various hardware, software and networking systems being supported.
Must possess troubleshooting skills along with thorough and aggressive follow through resolution; Ability to learn new techniques and implement new procedures is essential.
Excellent problem-solving and interpersonal skills.
Ability to effectively communicate to users at all levels and possess excellent communication skills.
Must have patience and exhibit a positive customer-friendly attitude and work in a team environment.
Work experience with Cisco Webex, Zoom and Microsoft Teams audio and video platforms.
Benefits:
Full benefits, retirement plan and PTO.
Schedule/Status:
Monday - Friday, 9:
30AM to 5:
30PM (with overtime flexibility), Full-Time/Non-ExemptSalary Range:
$75,000 - $85,000 (salary commensurate with experience), plus overtime.
To apply:
Submit cover letter and resume to Equal Opportunity Employer.
Recommended Skills Communication Curiosity Friendliness Help Desk Interpersonal Skills Laws Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
external-apply-email-saved').
on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3s4b163bn5n0k2xpys', 'ExternalApply-j3s4b163bn5n0k2xpys'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
Primary job responsibilities include the following; Provide comprehensive first-tier phone support for the efficient resolution of technology problems and requests for system end-users.
Answer support calls and e-mails addressed to the help desk and support end-users with general software, hardware and printer problems.
Solve problems over the telephone, via remote access or by visiting the workstation as appropriate; Escalate problems when necessary.
Accurately assess and record problems in the management software by opening, assigning and tracking help desk tickets.
Document problem descriptions and resolutions including identification of root causes and close help desk tickets as appropriate.
Install, configure, operate, and maintain system hardware and software, as well as participate in technical research and development to enable continuing innovation.
Ensure system hardware, operating systems, software systems, and related procedures operate at optimal levels, including monitoring and documentation of said systems.
Specifically responsible for Desktops, Application Support, Onboarding/Offboarding, Conference Room Technology, Mobile Device Management, Anti-Virus, Print Servers and File Servers.
Install new or rebuild existing workstations and configure hardware, peripherals, services, settings, directories, storage, etc.
in accordance with standards and project/operational requirements.
Provide Tier I & II support per request from various constituencies; investigate and troubleshoot issues.
Maintains user accounts including e-mail distribution groups, AD accounts, and other relevant accounts.
Performs periodic performance reporting to support capacity planning (desktop utilization metrics).
Participate in on call rotation for network or application support.
Design, install, integrate, coordinate and supervise QA testing and deployment of new applications.
Additional responsibilities as assigned.
ADDITIONAL JOB FUNCTIONS Coordinate with vendors and outside consultants when equipment requires servicing.
This includes placing service calls, maintaining service history logs, ensure that parts are ordered and installed, and follow-up with appropriate staff to be sure the problem was solved.
Document, publish and distribute all system changes and procedures to IT staff.
Notify and update the Director of Technology of all equipment problems and document their resolution or system changes.
Keep computer rooms in a clean, orderly, neat and professional manner.
Position requires the following:
An Associate's or Bachelor's degree is required.
Minimum of 5 years of IT support experience is required; law firm experience is preferred.
Proficient with Microsoft Office Must have working knowledge of TCP/IP network protocol.
Must possess a strong technical understanding of the various hardware, software and networking systems being supported.
Must possess troubleshooting skills along with thorough and aggressive follow through resolution; Ability to learn new techniques and implement new procedures is essential.
Excellent problem-solving and interpersonal skills.
Ability to effectively communicate to users at all levels and possess excellent communication skills.
Must have patience and exhibit a positive customer-friendly attitude and work in a team environment.
Work experience with Cisco Webex, Zoom and Microsoft Teams audio and video platforms.
Benefits:
Full benefits, retirement plan and PTO.
Schedule/Status:
Monday - Friday, 9:
30AM to 5:
30PM (with overtime flexibility), Full-Time/Non-ExemptSalary Range:
$75,000 - $85,000 (salary commensurate with experience), plus overtime.
To apply:
Submit cover letter and resume to Equal Opportunity Employer.
Recommended Skills Communication Curiosity Friendliness Help Desk Interpersonal Skills Laws Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
external-apply-email-saved').
on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3s4b163bn5n0k2xpys', 'ExternalApply-j3s4b163bn5n0k2xpys'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
