Help Desk Support - Hybrid

Responsibilities

• Provide 1st and 2nd level support for firm‑approved applications and technology equipment.
• Deliver high‑level customer service in a fast‑paced environment while maintaining a positive attitude under pressure.
• Document all service calls in the ticketing system.
• Participate in and understand the lifecycle of application deployments, including installation, testing, deployment, support, and upgrades.
• Maintain an in‑depth understanding of customer, departmental, and practice group needs and issues.
• Maintain an in‑depth knowledge of assigned application sets and become the subject matter expert for end users and troubleshooting.
• Create and maintain Knowledge Base articles for end‑user support issues.
• Monitor support issues related to the assigned applications.
• Collaborate with the project team on upgrades and keep communications open among the TRC, IT Department, and user community for assigned SME applications.
• Troubleshoot application problems, acting as liaison between customer and IT to resolve issues.

• Application support, help desk, and troubleshooting.
• Advanced MS Office skillset – certification in Word and Outlook preferred;
  Office 2016 preferred.
• Strong Windows experience.
• Committed to continual self‑directed improvement of technical expertise in the firm’s applications.

• Critical thinking and problem‑solving; ability to ask good questions and actively listen to focus on customer issues.
• Ability to build relationships with end users and staff to provide next‑level support and foster a culture of collaboration.
• Self‑directed, manages deadlines, and follows up on assignments beyond service calls.
• Strong communication skills for following instructions and documenting complex technical processes via e‑mail, telephone, and in‑person interactions.
• Travel flexibility via private or public conveyance as required for the support role.
• Thorough knowledge of complex automated information systems management, typically acquired through a Bachelor’s degree in MIS, Computer Science, Business Administration, or equivalent experience.
• Regular full‑time attendance with availability for unscheduled overtime hours.

Expert level.

The company is an equal‑opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.