Help Desk Support

Location: Providence, RI
Date Posted: 10-25-2018
KJM Staffing Solutions has a great opportunity for an experienced Help Desk Support professional with our large law firm client in the Providence office.  This role offers a competitive base salary, excellent benefits and strong growth potential.  This is a Direct Hire opportunity and the standard hours are Monday - Friday from 9am-5pm.

The Help Desk Specialist provides support for firm users and answers technical questions related to the use of software, hardware, network, mobile devices, and remote access. The Help Desk Specialist is responsible for identifying, analyzing, documenting and rectifying issues via the phone, email, remoting software, as well as any other means available in a timely, professional, and efficient manner.
 
Duties and Responsibilities:
  • Provides support to firm users across multiple offices who are experiencing operational, hardware, or network connectivity issues.
  • Collaborates directly with users to resolve technical issues, obtains information to isolate the issue, offers technical advice or offers an acceptable short-term solution.
  • Reports or escalates user issues to the appropriate IT team when necessary.
  • Assists with information gathering, communication with users or, as requested, to help resolve escalated issues.
  • Maintains working knowledge of all firm-deployed applications.
  • Responsible for documenting, logging and tracking all information relating to user issues in the Help Desk ticketing system.
  • Alternates with other Help Desk staff to provide after-hours phone support.
 
Education and Experience:
  • Bachelor’s Degree required.
  • Minimum 3+ years of experience providing technical support, preferably in a law firm or professional services Help Desk environment.
  • Strong PC, Windows and applications knowledge. Previous experience working with document management software, time entry software, PDF manipulation software, and document comparison software preferred.
  • Excellent telephone etiquette with a demonstrated ability to maintain a customer-service focus and attitude at all times; ability to work effectively with all levels within an organization.
  • Proven ability to work on multiple priorities in a deadline-driven environment.
  • Excellent documentation skills focused on Help Desk tickets.
  • Ability to maintain a high level of flexibility and to learn and support new applications.
  • Excellent analytical, troubleshooting and problem-solving skills.
  • Self-motivated and self-directed with the ability to work with minimal supervision.
  • Advanced knowledge of Windows 7 and Microsoft Office 2010 applications. Knowledge of Windows 10 and Office 2016 a plus.
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