Help Desk Analyst

Our client, a multidisciplinary NYC-based law firm known for their work in the financial services sector, is looking for a Help Desk Analyst. Location: New York, NY Position Type: Full-Time/Perm Schedule: Hybrid - 3 Days/Wk On-site Position Summary: The Help Desk Analyst provides technical support to the firm's attorneys and business staff in accordance with established Service Level Agreements (SLA). We are seeking a highly skilled Help Desk Analyst to enhance the support of our IT systems and software. The candidate will be responsible for confidently assisting and providing assurance to customers, collecting relevant data on user issues, analyzing IT system performance, and resolving software and hardware issues directly or through appropriate escalation. They will provide comprehensive, ultra-white-glove IT support. To excel as a Help Desk Analyst, candidates should have strong knowledge of Microsoft products and other IT systems, especially those used in law firms, and experience in IT support and troubleshooting, preferably in a legal setting. An outstanding Help Desk Analyst will leverage their IT expertise to deliver superior end-user support, troubleshoot and resolve user and computer issues, educate users on system utilization, and improve overall system performance. Essential Functions: Responds to telephone calls, emails, and personnel requests for technical support. Enters all calls to the Help Desk completely and with accurate detail into the call tracking system. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Troubleshoots and maintains knowledge on a range of user problems, including PC software and applications, voice software (Zoom), and mobile devices, with lesser emphasis on hardware. Diagnoses problems through discussions with users, utilizing the IT Knowledge Base and personal and professional experience, online research, colleagues, etc. Coordinating with internal IT organization support, applications and operations groups and/or with vendors to resolve hardware and software issues. Installs and upgrades PC software when required, and plans for/responds to service outages and other problems. Learns and trains users on the use of new and existing technology and software. Participates in various IT projects, working with internal and external teams. Uses good judgment to discern which issues or responsibilities require escalation, ensuring that only necessary tickets or assignments are escalated and handled in a timely manner. Ensures all phases of the Help Desk are properly coordinated, documented, resolved, and followed up properly. Accountability is essential in providing quality customer service. Operates with thorough knowledge of the firm's document production software and procedures. Education: A bachelor's degree in information technology or relevant field experience is preferred; equivalent work experience is required. Qualifications: Strong dedication to quality WHITE GLOVE customer service. Expert knowledge of and ability to assist with "how to" questions, from the most basic to advanced, for callers working on documents in native Word, Excel and PowerPoint. Work hours must be flexible in the case of emergencies and/or last minute coverage needs, as well as fairly sharing holiday coverage with the team throughout the year. Possess a strong combination of professionalism and outstanding customer service skills, and display a genuine sense of caring to help the customer, through creative problem solving and technical acumen. Proficient with MS Office 365, Windows 10-11, iManage Work 10, DeskSite, Document Comparison Tools/Track Changes, Litera products, Adobe Acrobat DC, Citrix Remote Access, Zoom, MS Teams a plus. Ability to analyze issues, troubleshoot, establish priorities, anticipate consequences, make decisions, and take action with meticulous attention to detail Technical competence or computer literacy, considerable patience, and the ability to handle certain high pressure customers and demanding situations with diplomacy and assertiveness in a fast-paced business. Strong advocacy and communication skills, and the ability to instill confidence in our constituents. Working knowledge and background in Help Desk operations, Windows-based workstations, and related peripherals. Previous law firm or professional services experience desired. LI-LB1 Salary: $95-100K base