Help Desk Analyst

Overview

Mc Guire Woods  is hiring an IT Service Desk/Help Desk Analyst to join its enterprise-wide IT service desk in our Richmond, VA office. The candidate will be responsible for providing technical and informational assistance related to applications, hardware, peripherals, telephony and network-related issues via telephone, remote desktop connection, email or chat. Candidates should have advanced-level knowledge of the latest Windows and Microsoft Office Suite versions.

Experience with document management systems, 2-factor authentication and other legal specific applications is preferred. This position is highly visible, requiring dependability, communication skills and professionalism.

Mc Guire Woods , one of the world’s leading law firms, has provided legal solutions to corporate, individual and nonprofit clients since 1834. Along with excellent benefits, Mc Guire Woods  offers most employees a hybrid remote option allowing flexibility and work-life balance. Our Applicant Disclosures describe your rights. Our Privacy Statement describes how we will process and safeguard your personal data.

• Adhere to incident management, problem management, change management, and knowledge management best practices
• Log all calls or email requests into the current IT Service Management System and provide updates
• Ability to quickly diagnose, organize, and prioritize competing deadlines and properly set service expectations with clients
• Utilize advanced features in MS Office Suite and Adobe applications to resolve complex document issues
• Analyze, troubleshoot and resolve problems with a goal of 85% First Call Resolution
• Utilize and troubleshoot web-based applications

• REQUIRED: Advanced level skills in the following:
  • Word (e.g., advanced editing including identifying corruption, redlining/black lining, creating tables, formatting styles)
  • Outlook (e.g., managing delegate access to multiple inboxes and calendars)
  • Adobe (e.g., editing PDFs including converting, redacting, creating binders)
• 3+ years Microsoft product support experience and proficiency with the latest Windows and Microsoft Office Suite versions
• Certification in Microsoft Office Suite preferred
• Support experience with Service Now, Mobile Device Management, Citrix, VPN and Remote Desktop Services on all platforms and any other legal applications is preferred
• Advanced knowledge and support of various mobile email devices (iOS, Android, etc.)
• Outstanding professional communication skills, a customer comes first attitude, professional phone demeanor and ability to deal with multiple tasks in a rapid, constantly evolving environment along with a strong customer attitude, have a strong belief that the customer always comes first
• Excellent grammar, spelling, and punctuation skills
• Working knowledge of network and PC, and laser printer hardware components configuration and diagnostic utilities
• Must be available for on-call coverage for a 24/7 rotating schedule
• Flexibility to work additional shifts and/or overtime
• Strong ability to follow processes, procedures and security measures

Have more questions? Connect with a recruiter directly.