Help Desk Analyst

6 days ago

Boston, United States R&W Group Full time

Our client is looking for an IT Analyst in their Boston office. In this fully onsite, temp-to-perm role, you would provide quality and consistent front-line, technical end user support services in a professional and responsive manner, including troubleshooting assistance, problem resolution via telephone, remote desktop connection, and/or visits to user locations. You would take ownership and provide timely resolution of all incident tickets and change orders. You would interact directly with other IT groups to determine the proper solution to an issue, set up for quality assurance testing of new hardware and software for existing and new users, and perform other related duties.


Responsibilities include but are not limited to:

  • Performing installs, moves, and changes to office layout for PC's, software, printers, phones, and network components.
  • Communicating effectively, providing guidance and technical support for workstations, applications, procedures, and break fix items working with users, remote team members, and peer groups across the organization to complete assigned work.
  • Owning and providing timely resolution of all incident tickets and change orders.
  • Assisting with equipment installations, hardware racking, cable management, and vendor support/oversight.
  • Interacting directly, when needed, with the network engineers, enterprise application administrators, office support teams, litigation support, application developers, information security, application support and training, and procurement and inventory tracking to determine the proper remediation for an issue.
  • Setting up and quality assurance testing new hardware and software for existing and new end-users in the firm.
  • Providing exceptional customer service and support to the firm and the firm’s clients.
  • Maintaining an expert knowledge level in the areas:
  • Firm applications; including, but not limited to, electronic messaging, document management, financial systems, human resource systems, and practice support applications, i.e., Microsoft Office Suite, including, Word, Excel, PowerPoint, and Access.
  • Firm’s remote access and mobile computing environment, including, but not limited to, internet access, VPN access, Mobile Device Management, wireless, cable and DSL connectivity, and Citrix.
  • Firm’s phone, voice conferencing and video conferencing systems.
  • Firm computers; including Windows desktop, laptop and peripheral hardware set-up, configuration, and trouble shooting.
  • Utilizing trouble-shooting skills to resolve issues with software, hardware, printers, network connectivity, remote access, and other peripherals.
  • Providing desk-side support on escalated issues when unable to remote control into computer.
  • Providing immediate expert-level support for the configuration of workstations, laptops, and standard and non-standard software applications used by the firm.
  • Installing and configuring software applications as required. Acting as a liaison with hardware and software manufacturers to resolve issues.
  • Preparing new and replacement PCs and laptops for the end-users.
  • Escalating to and partnering with Network Operations, Enterprise Systems, and Applications Development staff to resolve network and/or application issues.
  • Documenting in detail the resolutions to issues in the Help Desk ticketing system.
  • Participating in floor support for major system changes, rollouts of new software, hardware, and system enhancements.
  • Coordinating with other IT teams to research, test, deploy, document, and upgrade new and existing hardware and software.
  • Coordinating with the audio-video team to ensure effective and timely set-up of AV equipment and related AV services.
  • Participating in setting up, testing, and supporting trial sites for the firm.
  • Supporting, monitoring, implementing, and complying with firm policies and procedures as pertains to the Information Technology Department.
  • Meeting deadlines for deliverables.


Qualifications:

  • Two-year college degree preferred; equivalent experience will be considered.
  • Minimum of three years of experience in providing end-user support.
  • Knowledge and experience with law firm specific applications is preferred. Previous employment in legal information technology is preferred.
  • Experience in providing workstation support in a Microsoft environment and implementing, maintaining, and supporting Windows operating systems and MS Office application suites as well as proficiency in Windows operating systems and Microsoft Office Suite and/or related software.
  • Technical experience configuring and supporting workstations, laptops, printers, and related equipment required.
  • Strong project management and problem-solving skills.
  • Must be self-motivated and able to successfully perform tasks independently with a minimum of supervision.
  • Ability to work effectively with all levels of the firm with tact and diplomacy.
  • Ability to work with tight deadlines in a fast-paced environment while exhibiting a strong attention to detail.
  • Ability to solve practical problems and handle a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Ability to maintain a high level of confidentiality.
  • Ability to prioritize and manage time effectively.
  • Excellent organization and communications skills, both oral and written.
  • Exceptional client service, both internal and external.
  • Flexibility to work alternate shifts and overtime as determined by the Manager.

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