About the Role
The Help Desk Administrator Tier 2 is a full-time, non-exempt, hourly position in the Information Technology Department reporting to and supervised by the Manager of End User Services / Technology. This is a thirty-five (35) hour per week position with hours of employment being Monday through Friday, 10:00 am – 6:00 pm. From time to time it may be necessary for the Administrator to work additional hours or change their hours in order to ensure all coverage and/or deadlines are met.
Hybrid role 1-2 days in the office.
Duties and Requirements
Provides exceptional full service technical support for end users
Troubleshoots and diagnoses problems through to resolution to minimize downtime of applications, hardware, and personnel, and follows internal escalation routines to various IT support functions
Provides accurate record of each call in a service management tracking tool; monitors all open issues to ensure business and customer expectations are met, provided periodic updates, and promotes customer advocacy
Maintains asset database for all IT related hardware
Works with Manager to recommend training programs based on calls to better assist end users
Develops and maintains articles for the Help Desk knowledge base
Creates new user accounts on various systems
Provides support and training to Help Desk Administrators-Tier 1
Enforces policies and procedures for end users' use of technology
High school diploma or its equivalent required
3 years of experience working in a technology Help Desk position
Professional experience and advanced knowledge of the Microsoft Office 2013 and 2016 Suite
High degree of technical skills and experience in a law firm or other professional services environment
Professional experience with iManage FileSite and other legal applications a plus, but not required
Possesses excellent troubleshooting and problem-solving skills
A self-starter with the ability to multitask and set priorities as needed
Excellent interpersonal skills, including strong communication skills, tact, and diplomacy, as well as the ability to interact positively and productively with all levels of the firm
Works collaboratively with team members as well as attorneys and staff throughout the firm
Adaptable to last-minute changes and disruptions
Must be willing to work outside of normal business hours, take part in an on-call 24/7 rotation
Must be able to lift 25lbs
Continue to advance in the knowledge and skills needed to perform job duties.
Remain composed and interact positively and professionally with higher management, peers, and subordinates in all situations.
Communicate effectively in person, in writing, and electronically.