Help Desk Technician

Help Desk Technician

This role is responsible for delivering technical support and assistance to end users, addressing issues related to the Firm’s computer systems, hardware, software, and remote access. The IT Help Desk Technician plays a key role in the prompt triage and resolution of technical problems, often collaborating with cross-functional IT teams to ensure timely and effective support.

A strong combination of technical expertise, a customer-first mindset, excellent communication skills, and a proactive approach to issue resolution empowers this position to enhance the overall technology experience for users.

Available Shifts:

• Shift 1: Monday–Friday, 9:00 AM – 5:30 PM ET
• Shift 2: Monday–Friday, 11:00 AM – 7:30 PM ET

What You Will Be Doing:

• Provides technical support for incoming inquiries related to the Firm’s computer systems, hardware, software, and remote access.
• Respond to support requests via phone or email in a professional, confident, and courteous manner.
• Accurately documents all support interactions using the IT Help Desk ticketing system.
• Collaborates with cross-functional support teams to escalate and resolve issues promptly.
• Monitors help desk activity to identify recurring issues or trends, partnering with IT Help Desk and End User Support management to address underlying problems in alignment with ITIL/ITSM practices.
• Follows up with users to ensure issues are resolved, feedback is provided, and customer satisfaction is maintained.
• Remains current on Firm policies and procedures related to the use of technology.
• Creates and maintains documentation, including FAQs, knowledge base articles, and technical tips for the Firm’s internal knowledge base.
• Actively stays informed about the Firm’s technology tools, required competencies, and policies through self-directed learning and review of training materials provided by IT Help Desk management or training personnel.
• Conducts independent research to troubleshoot and resolve complex or advanced technical issues.

Required Skills & Experience:

• Minimum of 1 year of relevant experience, preferably within a large law firm, comparable professional services organization, or legal information services provider.
• Prior experience in a law firm environment is strongly preferred.
• Familiarity with commonly used legal industry applications and technologies, including collaboration tools and document management systems.
• Understanding of best practices for designing, implementing, and refining a global, multi-tiered IT support desk structure.
• Knowledge of ITIL-based frameworks for IT Service Management process design.
• Awareness of key service desk performance metrics and service level benchmarks.
• Experience with leading service desk platforms used across IT and non-IT functions, such as ServiceNow.

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.
This position doesn’t provide sponsorship.