IT Help Desk/Service & Support Analyst

Summary

JBA International is a nationally recognized law firm with a nurturing and collaborative work environment. They are seeking an IT Help Desk/Service & Support Analyst to join their Customer Experience team, responsible for processing and resolving user support issues, providing training materials, and delivering exceptional service to end-users.

Responsibilities

• Respond to Help Desk requests via telephone, email, remote access, and in-person (when necessary)
• Track all end-user support activities through an incident tracking system. “ServiceNow” experience is a plus
• Diagnose and resolve end-user issues in the office, at home, and remote locations., including hardware, software, e-mail, internet, or local-area network problems
• Deliver, tag, and configure end-user PC desktop hardware, software, and peripherals as needed and assigned
• Participate in a rotating on-call schedule that involves after hours and weekend support and availability via remote access and telephone coverage
• Develop and maintain an advanced level of proficiency with firm technologies
• Work independently to research and resolve complex technical issues
• Vital member of the Customer Experience Team, providing exceptional service and support to all end-users ( aka, internal and external customers)
• Occasionally visit other offices to provide onsite assistance and inventory tasks
• Coordinate set up of New Hire accounts, as well as equipment for orientation
• Configure applications to meet firm requirements and Best Practices
• Gather additional details, clarify, test, reproduce and document customer issues and create/update support tickets in ServiceNow
• Ability to work within deadlines and effectively handle stress
• Ability to establish effective working relationships and interact successfully with others, especially as part of the IT Department and Customer Experience team

Skills

• Advanced knowledge/experience with Windows operating systems, Microsoft Office, desktop/laptop hardware and mobile devices
• Ability to work with videoconferencing equipment, document management system (iManage), printers, mobile device management, Citrix/VDI, and other software applications in a legal environment
• Excellent verbal and written communication skills
• Solid problem-solving and root-cause analysis skills
• Strong interpersonal skills, ability to interact with people at all levels and highly customer-focused equally across all departments, teams, and practices groups
• Attention to detail and quality of work
• Understanding of functional capabilities and limitations with firm technology
• Ability to quickly adapt to technology changes in a professional services organization
• Self-motivated with the ability to execute tasks and make decisions in a high-pressure environment
• Bachelor's degree in computer science (or equivalent work experience) is preferred
• Two years of experience working in a law firm environment
• ServiceNow experience is a plus
• Apple/Mac experience is a plus
• Strong network experience is a plus

Qualifications

Must Haves

• Advanced knowledge/experience with Windows operating systems, Microsoft Office, desktop/laptop hardware and mobile devices
• Ability to work with videoconferencing equipment, document management system (iManage), printers, mobile device management, Citrix/VDI, and other software applications in a legal environment
• Excellent verbal and written communication skills
• Solid problem-solving and root-cause analysis skills
• Strong interpersonal skills, ability to interact with people at all levels and highly customer-focused equally across all departments, teams, and practices groups
• Attention to detail and quality of work
• Understanding of functional capabilities and limitations with firm technology
• Ability to quickly adapt to technology changes in a professional services organization
• Self-motivated with the ability to execute tasks and make decisions in a high-pressure environment

Nice to Haves

• Bachelor's degree in computer science (or equivalent work experience) is preferred
• Two years of experience working in a law firm environment
• ServiceNow experience is a plus
• Apple/Mac experience is a plus
• Strong network experience is a plus

Benefits

• Working From Anywhere (WFA), and/or a hybrid format rotating between home and office
• Competitive salary and benefits