Helpdesk Analyst
HYBRID: 3 days in office/2 remote
PLAZA LOCATION

1 + Year of experience

Provide Level 1 technical support.
Provide friendly, courteous, and quality systems support to all users.
Assist with advanced troubleshooting for special projects as assigned by Helpdesk Supervisor.
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e., software, hardware, phones, mobile devices, and client specific applications).
Assist users with various firm application support systems; Microsoft products including Office 365, iManage, Aderant and Power PDF and others.
Assist with inventory control and tracking of IT assets throughout the firm.
Perform employee office moves relating to IT.
Image new computers and configure them for deployment to members.
Manage Audio/Visual setups including conference calls and WebEx/Teams/Zoom events.
Manage IT resources calendar for availability of A/V equipment and Mobile Hot Spots.
Travel to remote offices as needed.
Participate in on-call scheduled and provide 24 hour on-call emergency assistance when needed.

SKILLS:

Strong customer service and communication skills
Advanced knowledge in Microsoft Office 365 (i.e., Word, Excel, PowerPoint, Access).
Knowledge of Android and iPhone device setup and troubleshooting.
Intermediate knowledge of Windows 10 and Operating Systems.
Knowledge of VPN and VMWare Horizon connectivity principles.
Working knowledge of Active Directory and user account changes.
Working Knowledge of Microsoft Teams including Teams voice and video conferencing.
Technical aptitude with strong PC literacy skills.
Strong problem-solving skills and decision-making ability.
Ability to learn and apply technical information in a fast-paced, demanding work environment.
Flexibility to accommodate helpdesk’s hours of operation, including participating in after hours on-call schedule.
Strong enthusiasm and desire to learn.
Work well in a team environment.
At least one year experience in a Call Center/Helpdesk position or related coursework.

Education:

Minimum of Associates Degree in computer technology or business related degree or equivalent experience.
Preferred: A+ Certification
Preferred: Certification as Microsoft Office Specialist

FOR IMMEDIATE CONSIDERATION:
PLEASE EMAILYOUR RESUME TO janine.bedora@spencerreedgroup.com
SRG/EOE
Direct Hire Opportunity

Job Details

Helpdesk Analyst