Help Desk Analyst

Under direct supervision, the Help Desk Analyst is responsible for acting as the first point of contact between end-users and the Information Technology (IT) team. We are looking for a confident and professional individual with strong technology skills, a keen desire to learn, and a commitment to extraordinary customer service.

At Spencer Fane, we carefully consider a wide range of factors when determining compensation, including but not limited to location, skillset, experience, training, licenses, certifications and other business or organizational needs. Compensation will be determined based on the above factors along with the requirements of the position. We expect the hourly rate for this position to be between $26.00 and $30.00.

• Act as the first contact for end-users for all IT-supported systems or PC-related issues.
• Escalate tickets for more complex issues appropriately to Help Desk team leads.
• Assign tickets from the service now queue created by email.
• Properly categorize, prioritize, and route each ticket to the correct group or tech.
• Receive requests, whether problem reports or for new services, via accepted mechanisms such as phone calls, emails, and in-person visits.
• Gather customer contact information and the symptoms of the problem and then log information into tickets for all incoming work requests.
• Adherence to help desk KPI measurements, including but not limited to call volume handled, average call length, call and ticket resolution time, masterful usage of the ticketing system, including accuracy and thoroughness of ticket completion and information captured, especially notes on troubleshooting.
• Adherence to procedures, including but not limited to procedures on customer handoffs and escalation to the appropriate persons within IT department.
• Maintain the integrity of devices while fixing reported issues. (e.g., fixing things that aren't reported but seen while working on the reported issue).
• Troubleshoot certain issues by analyzing the reported symptoms and solving them, ideally affecting a first-call resolution.
• Create knowledge base documentation for issues that are resolved but not yet documented.
• Follow up with customers to ensure the issue has been resolved as a matter of customer service.
• Stay current on upcoming changes or possible new solutions.
• Attending training and expected to be proficient on new software or hardware rollout to the environment.
• Interact with other members of the team and Firm in a collaborative, respectful manner.

• Education: High School diploma or equivalent required; some college plus 1 year experience preferred.
• Certification: A+ certification preferred.
• Complete Certification for supporting the document management system, Customer Service, and problem-solving within 1 year of hire.
• Technical: Strong computer skills and the ability to troubleshoot and diagnose problems.
• Proficient in software support, including OS and Office applications.
• Customer Service & Communication: Ability to communicate technical information, both verbal and written to a wide range of end-users.
• Strong customer service skills in person and over the phone required.
• Professional
  
  Competencies:
  
  Attention to detail and follow-through to ensure issues have been resolved.
• Ability to maintain confidentiality of all applicant, client, and firm proprietary information.
• Travel: Travel to other local offices may be required; own reliable transportation is essential.

• Position is generally sedentary in nature; involves sitting most of the time but may involve walking or standing for brief periods of time.
• Ability to occasionally or routinely lift up to 10 lbs. required.
• Ability to talk and hear required.
• Ability to perform repetitive motions required.
• Ability to sit, stand and walk required.
• Ability to reach, lift, climb, balance, stoop and crouch required.
• Ability to see and read PC screens; detect color coding, read fine print, and/or normal type size print.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.