Help Desk Analyst

Job Description

Help Desk Systems Analyst 

Salary: Up to $75K

Combine your technical and customer service skills for this new and exciting job opportunity! Our Client, an elite, mid-sized firm, is seeking a Help Desk Systems Analyst to work alongside their IT team and Director of Business Technology. This position offers the chance for professional development and to work with a firm that cares for your success. They also offer a competitive salary, great benefits, perks, and more! This is a RARE opportunity you won’t want to miss – apply now! 

Key Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the service desk ticketing system
• Identify and suggest possible improvements on procedures
• Provide regular feedback and recommendations to the Director and the Chief Operating Officer for corrective action on hardware and environmental problems on the network
• Follow ITIL Best Practices and Standard
• Provide first line IT support in user environment and manage helpdesk functions
• Administration of Microsoft 365, Active Directory, and Group Policies
• Configure, deploy, and monitor workstations, laptops, tablets, and mobile devices
• Working with Azure for application, device management, and security
• Troubleshooting and resolving issues related to Office 365 services 
• Document, release, and maintain change and problem requests
• Monitor network infrastructure and systems to ensure proper use
• Work collaboratively to troubleshoot and resolve problems, escalating to third-party support where necessary
• Develop training materials and procedures, and train users in the proper use of hardware and software
• Maintaining and updating IT inventory and assets

Qualifications

• 3+ years’ of relevant IT experience, preferably in a law firm
• Knowledge based experience with IT infrastructure and best practices
• Demonstrated experience enforcing standards, policies and procedures
• Understanding of networking concepts (IP address, routers, switches, printers)
• Experience troubleshooting video conferencing hardware/software
• VPN and remote user connectivity
• Application support for current and new applications that exist within the organization
• Experience with Microsoft Azure AD, Microsoft Office 365, and VMware
• Strong verbal and written skills, and the ability to work courteously and effectively with all end users
• Can easily make the needed connections between systems, processes, and individuals to facilitate change
• Ability to multitask and work efficiently under pressure
• A team player 
• Continuous learner, passionate and determined
• Follows through consistently on work commitments
• Customer service oriented including strong communication skill

To apply, please forward your resume to Zaheeda Merali, Manager – Executive Search at zaheeda@cartelinc.com

Tagged as: Help Desk, IT