Help Desk Specialist

JOB SUMMARY:

The Help Desk Specialist is an integral role within the Help Desk team that provides support and assistance to the firm’s network users, along with the Information Technology (IT) department. As a member of the Help Desk team the Help Desk Specialist performs hands on support for any end user problems that arise among firm employees and escalates appropriate issues to other members of the IT department as needed.

The Help Desk Specialist maintains and troubleshoots hardware and software on PCs and laptops.

• Follows firm practices and procedures in providing ongoing proactive and reactive Help Desk support independently and as by the Help Desk Manager.
• Provides oversight of the Help Desk's primary mission in a reactive user support function, which is to assist Wolf Greenfield users with anything they may need help with.
• Provide hardware and software support for all laptops and desktops. This includes imaging, user provisioning, troubleshooting, and asset management.
• Creates and maintains system user accounts for network and remote access (i.e., network, iManage, iManage
  
  Share, CPI, and Zoom.
• Provides first level (initial) support for questions and issues relating to the M365 Suite (i.e. Word, Excel, PowerPoint, Access, Outlook and Visio).
• Provides second level (escalated) support for all other firm-sanctioned Windows-based applications and hardware (i.e. iManage, IPDAS, CPI, Aderant, eWorkflow).
• Shares responsibility with the rest of the Firm’s IT department for updating and maintaining the accuracy of the firm’s Active Directory.
• Provides primary support for all other firm systems and related equipment (i.e., phones, printers).
• Shares responsibility of providing frontline after-hours network and systems support with the IT Support team, which includes but is not limited to handling urgent requests promptly, and monitoring email and voicemail requests received after hours. Escalates after-hours issues to the appropriate parties, as needed.
• Assists the Application Support Specialist in identifying areas where additional systems training is required.
• Assists in the recommendation and evaluation of new software and hardware.
• Assists in the installation and configuration of new software and hardware.
• Provides primary troubleshooting assistance for all networked printers and home office printers. Provides backup troubleshooting assistance for all Canon multifunction devices and escalates troubleshooting to the Production department when necessary. Works and coordinates with the firm’s printer maintenance vendor to help provide that support when necessary.
• Configures basic networking and troubleshoots network connectivity issues.
• Uses basic AV knowledge to assist with conference room meetings and equipment setups as needed.

• Bachelor’s degree and minimum of two (2) years of work experience in an IT Support capacity, or equivalent combination of education and work experience.
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint) and demonstrated competency with computer operating system and software troubleshooting.
• Exceptional oral and written communication skills with the ability to effectively communicate workflow and project updates.
• Strong time management, prioritization, problem-solving, and organizational skills and the ability to work effectively in a high-pressure environment.
• Strong interpersonal skills and the ability to work effectively with different levels of constituencies.
• Flexibility and capacity to respond calmly, efficiently, and effectively in stressful situations.
• Punctual and reliable. Able to meet set deadlines and work effectively under pressure.
• Ability to maintain confidentiality of matters and other firm business information.