Established, mid-sized Charlotte law firm has an immediate opening for an experienced Help Desk Technician.
The Help Desk Technician is primarily responsible for first and second level phone, email, and desk side support for the firm, along with being a backup to word processing. Hours are 9:30am - 6:00pm Monday through Friday.
Problem analysis and resolution
Logs all help desk calls or email requests into the current IT Service Management System and updates incident and/or problem information
Analyzes, troubleshoots and resolves problems with a goal of 85% First Call Resolution
Escalates appropriately when necessary
Meets the business need by providing a workaround and sets and meets expectations
Follows up, ensuring the issue is resolved or the request is satisfied
Contributes to the IT Service Management knowledge-base
Provides excellent customer service and practices total contact ownership from acknowledgement to closure
Participates in new application testing and special projects
2+ years Microsoft product support including Windows 10 and Office 2016
2+ years Help Desk experience in a law firm or other 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:
Adobe Acrobat/eCopy PDF Pro
Open Text eDocs 16 or other document management systems
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 comfortably lift and move CPU’s and monitors as needed
The Firm offers comprehensive competitive benefit package including medical, dental, life insurance, short and long-term insurance, 401K, profit sharing.