Helpdesk Analyst en Potter Anderson & Corroon

Summary:

This position will serve as a member of the Information Technology Department as a Helpdesk Analyst.  The primary responsibility is the answering of incoming user support requests and questions (telephone calls, emails, etc.).

Job Functions:

• Quickly resolve end-user issues received via phone or through e-mail
• Properly and thoroughly document all elements of a Helpdesk ticket within the IT Ticket Tracking Smartsheet
• Ensure incidents are prioritized properly, status is provided, and incident resolution is communicated to users. Escalate issues as appropriate.
• Ensure user requests and issues are clearly documented in tickets and create written documentation for hardware and software installations or other technical matters as requested by management.
• Assist with audio visual requests including web conferencing and conference room connectivity
• Assist in the creation and editing of Helpdesk processes and procedures including Knowledge Base articles.
• Analyze helpdesk tickets bi-weekly to identify trends and escalate common issues for resolution
• After-hours support on a rotating schedule (approximately 1 week per month)
• Endpoint hardware installation/removal requiring the ability to bend, lift (up to 40 lbs.) and kneel

The statements contained in this job description are not necessarily all-inclusive; additional duties may be assigned, and requirements may vary from time to time.

 Knowledge, Skills and Abilities:

• Ability to communicate effectively both orally and in writing.
• Ability to establish effective working relationships and maintain a professional demeanor under stressful conditions.
• Ability to quickly assimilate advanced technical information, organize and prioritize multiple competing deadlines.
• Troubleshooting skills, including the ability to use a wide variety of resources including technical manuals, on-line vendor knowledge bases, and specification documents.
• Knowledge of computer hardware and peripherals, including ability to test and troubleshoot a variety of complex hardware configurations.
• Knowledge of software including operating systems, ability to navigate and manipulate the Windows Registry and troubleshoot interaction errors between multiple software packages.
• Basic network troubleshooting skills and knowledge, both LAN and WAN.

Education and Experience:

• Requires 3-5 years of experience in a technical support environment or equivalent solid functional knowledge of standard PC hardware and software used in office environments.
• A+ Network, MCSE, or equivalent technical education strongly preferred.
• An Associate's or Bachelor's degree is preferred.
• Law firm experience beneficial