Help Desk Support Specialist

February 7, 2017

Offices

Foley Hoag seeks a Help Desk Support Specialist (either 8 am – 4 pm, 9 am – 5 pm or 10 am - 6 pm shift) to provide the first level technical software and hardware support to all users of the firm’s networked systems.



Responsibilities

  • Provide telephone support to all users of the firm’s networked systems, with emphasis on Microsoft Word and other Office applications.
  • Work closely with the Help Desk Manager, Sr. Applications Analyst and other IT staff members when seeking answers to complex questions about user problems.
  • Track and document user support issues in ticketing system.
  • Monitor and follow-up on all assigned tickets, ensuring proper resolution, end-user contact and satisfaction.
  • Remain current with all network applications software/template/macro changes and enhancements.
  • Participate in on-call coverage on a rotating basis.
  • Participate in internal meetings with Help Desk Team discussing status of projects and current issues.
  • Configure loaner laptop, wireless card and mobile devices for employees.
  • Other duties as assigned.

Requirements

  • Bachelor degree, or equivalent experience.
  • Minimum 2 years of Help Desk experience in a law firm or legal environment.
  • Strong customer service experience combined with excellent listening, written and verbal communication skills.
  • Proficient in the use of Microsoft Office applications (2013/2016/365); certification a plus.
  • Knowledge supporting Windows 10 64-Bit OS, OpenText, ChangePro, Metadact, Innova, Adobe, Nuance and Mimecast.
  • Experience deploying and troubleshooting BlackBerries, iPhone and Android devices.
  • Knowledge of running and troubleshooting videoconferencing equipment.
  • Experience with Citrix XenDesktop.
  • SharePoint experience a plus, but not required.

How to Apply

Please click here to apply now.