Service Desk Support

4 weeks ago

Rochester, United States Woods Oviatt Gilman LLP Full time
Job DescriptionJob DescriptionDepartment: Information Technology

Location: Rochester, NY

Classification: Nonexempt

Job Type: Full-time, M-F, 8 AM- 5 PM (Hours may vary slightly)


Company Overview:

Woods Oviatt Gilman LLP is a leading and reputable full-service law firm dedicated to providing exceptional legal services to our clients. With a team of highly skilled and experienced attorneys, we strive to deliver comprehensive and effective solutions to meet the diverse needs of our clients. Headquarters are located in Rochester, NY with additional offices in Albany and Buffalo, NY.

We foster a collaborative and inclusive work environment where every team member is valued and respected. We encourage open communication, teamwork, and professional growth. Our firm promotes a healthy work-life balance and supports the well-being of our employees.

Summary:

This role will be customer-facing, providing technical support to our end users in a very fast-paced environment. It’s an entry-level position that will be open for growth for the right individual. Proficiency in promptly handling customer requests, troubleshooting skills, and technical knowledge are essential for this role.

Duties and Responsibilities:

• Act as the first point of contact for internal customers seeking technical assistance.

• Create, manage, and track tickets within the IT Service Desk ticketing system.

• Update and maintain best practices, solutions, and recommendations.

• Regularly review tickets and provide status updates.

• Document, monitor, and follow up on tickets to ensure resolution.

• Escalate tickets to higher-level support when necessary.

• Communicate feedback and suggestions to the IT team.

• Provide management with insights based on customer feedback and behavior.

• Contribute to end-user training sessions and provide feedback.

• Stay informed about new technologies and industry developments.

• Troubleshoot basic network connectivity and application issues.

• Independently resolve technical issues.

Technical Requirements:

• Proficiency in MS Office applications, including Word, Excel, and PowerPoint (versions 2016 and Office 365).

• Familiarity with Windows 10 and newer Microsoft operating systems.

• Experience with Kofax and Adobe software.

• Basic skills in troubleshooting printers, mobile devices, and other computer hardware.

• Understanding of virtual desktops, including VMware and VDI.

Requirements:

• 3-5 years of experience, preferred.

• Excellent communication skills.

• Strong problem-solving abilities.

• Proven ability to work collaboratively within a team.

• Produce high-quality, accurate work.

• Ability to organize and prioritize issues and workload effectively.

• Demonstrate a respectful, friendly, and helpful attitude towards co-workers.

• Process- & detail-oriented, analytical, and inquisitive.

• Proficient in Microsoft Office with experience in Document Management software.

• Skilled in troubleshooting technical issues.

Physical Requirements:

• Ability to carry computer equipment, printers, and other hardware.

• Bend and stand for extended periods.

• Must be able to lift, up to 50 lbs. to transport and move equipment as needed.

Education & Experience:

• Bachelor of Science in IT, Computer Science, or a relevant field.

• Over two years of experience in an IT Service Desk support role.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. This is a snapshot of the core functions and responsibilities. All inquiries will be handled with the utmost confidentiality. The compensation range for this position is $22-$30 per hour, representing our good faith and reasonable estimate of the potential compensation at the time of posting. Actual compensation will be determined based on various factors, including the candidate's qualifications, experience, skill set, and office location.

Woods Oviatt Gilman LLP is an Equal Opportunity Employer. We value an open mind, dedication to work, and a collaborative spirit. We hire based on these qualities, a job’s requirements, our business needs, and an applicant’s qualifications. We do not tolerate discrimination or harassment of any kind—in the hiring process or in the workplace. We comply with the ADA and consider reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions. We participate in E-Verify. We will provide the federal government with employees’ Form I-9 information to confirm authorization to work in the U.S. We will only use E-Verify once an employee has accepted a job offer and completed Form I-9.


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