Help Desk Analyst

Our client, a prestigious law firm, is seeking a Helpdesk Analyst to join their team! On-site , 1-9pm shift.

Key Responsibilities:

• Handles telephone calls, emails, and personnel requests for technical support.
• Accurately records all Help Desk calls into the call tracking system with complete details.
• Offers support to end users on various issues, identifying, researching, and resolving technical problems.
• Troubleshoots and maintains expertise on a range of user issues, including PC software, applications, voice software (like Zoom), and mobile devices, with less emphasis on hardware.
• Diagnoses problems through user discussions, IT Knowledge Base, personal and professional experience, online research, and colleagues.
• Coordinates with internal IT support, applications, operations groups, and/or vendors to resolve hardware and software issues.
• Installs and upgrades PC software as needed, and addresses service outages and other problems.
• Trains users on new and existing technology and software.
• Participates in various IT projects, collaborating with internal and external teams.
• Uses sound judgment to determine which issues or responsibilities require escalation, ensuring that only necessary tickets or tasks are escalated and handled promptly.
• Ensures all Help Desk phases are properly coordinated, documented, resolved, and followed up on, maintaining accountability to deliver quality customer service.
• Operates with a comprehensive understanding of the firm's document production software and procedures.

Qualifications Summary:

• Committed to providing high-quality, "white glove" customer service.
• Expert in assisting with a wide range of "how to" questions related to Word, Excel, and PowerPoint.
• Flexible work hours for emergencies and holiday coverage.
• Combines professionalism with excellent customer service and problem-solving skills.
• Proficient in MS Office 365, Windows 10-11, and various document management and remote access tools.
• Strong analytical, troubleshooting, and decision-making skills with attention to detail.
• Technically competent, patient, and capable of handling high-pressure situations diplomatically.
• Excellent advocacy and communication skills to build confidence in clients.
• Experience with Help Desk operations and Windows-based workstations.
• Prior experience in a law firm or professional services is preferred.

The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.