Help Desk Analyst

!!MUST BE LOCATED IN ST. LOUIS!!

Job Description

The Helpdesk Analyst is a key team member in answering helpdesk calls with support on hardware and software issues and the go-to person for employees with their day-to-day IT operations.

What you’ll do:

• Provide Level 1 technical support.
• Provide friendly, courteous, and quality systems support to all users.
• Assist with advanced troubleshooting for special projects as assigned by Helpdesk Supervisor.
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e., software, hardware, phones, mobile devices, and client specific applications).
• Assist users with various firm application support systems; Microsoft products including Office 365, iManage, Aderant and Power PDF and others.
• Assist with inventory control and tracking of IT assets throughout the firm.
• Perform employee office moves relating to IT.
• Image new computers and configure them for deployment to members.
• Manage Audio/Visual setups including conference calls and WebEx/Teams/Zoom events.
• Manage IT resources calendar for availability of A/V equipment and Mobile Hot Spots.
• Participate in an on-call after hours schedule for emergency assistance when needed.

You should have:

• Strong customer service and communication skills
• Advanced knowledge in Microsoft Office 365 (i.e., Word, Excel, PowerPoint, Access).
• Knowledge of Android and iPhone device setup and troubleshooting.
• Intermediate knowledge of Windows 10 and Operating Systems.
• Knowledge of VPN and VMWare Horizon connectivity principles.
• Working knowledge of Active Directory and user account changes.
• Working Knowledge of Microsoft Teams including Teams voice and video conferencing.
• Technical aptitude with strong PC literacy skills.
• Strong problem-solving skills and decision-making ability.
• Ability to learn and apply technical information in a fast-paced, demanding work environment.
• Flexibility to accommodate helpdesk’s hours of operation, including participating in after hours on-call schedule.
• Strong enthusiasm and desire to learn.
• Work well in a team environment.
• At least one year experience in a Call Center/Helpdesk position.
• Minimum of Associates Degree in computer technology or business related degree or equivalent experience.
• Preferred: A+ Certification
• Preferred: Certification as Microsoft Office Specialist

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