Infinity Consulting Solutions, Inc
3 to 5 Year(s)
Job Description - Help Desk Analyst Help Desk Analyst Our client is looking to add to their Help Desk team. The Help Desk Analyst is responsible for first and second level support for all of the company's software and hardware. The Help Desk Analyst will also provide effective evaluation and analysis of customer needs. A Help Desk Analyst with good judgment and timeliness in response to issues and requests is imperative. The ideal Help Desk Analyst will have a strong background in first point-of-contact phone & email support and floor support. Principle Duties and Responsibilities: Log support calls in the IT Service Management (ITSM) system along with the steps taken to troubleshoot and resolve each incident. Take ownership of emailed incidents and requests created in the ITSM system and document the steps taken to troubleshoot and resolve. Provide technical support on all Firm hardware and software. Trouble-shoot problems and provide detailed information; when necessary re-assign incidents/requests to another support team. Update asset management information for Firm hardware in the ITSM system. Train and support users on specialized software products used by various Firm service departments and practice groups. Provide support for firm conference and audio visual equipment along with providing suggestions for audio visual hardware and software improvements when needed. Provide A/V training/documentation for help desk team. Work on special projects assigned by the Help Desk Manager and Director of Information Services Qualifications: High school diploma or General Educational Development (GED) credential required; Bachelor's degree in Computer Science or similar preferred. 3+ years of experience providing technical support in a professional services firm environment required; law firm experience preferred. Must have or working towards MOS (Office 2017) certifications, A+ certification and/or MCSA (Windows 10). Excellent oral and written communication skills. Knowledge of professional standard software and hardware. Knowledge of basic networking technologies and basic MS Windows system administration. Ability to communicate efficiently and support with users over the phone and in person. Ability to organize and prioritize multiple projects effectively.