Help Desk Specialist Job in Boston 02111, Massachusetts Us

Job Summary:

 

This position is a high profile, first line of contact for all users at the Firm concerning technical issues.  The clients have time constraints and deadlines to meet and could be calling from the office, at home or from a client location. This position will provide support to users of the Firm's computer systems by analyzing and resolving problems either at initial contact or through troubleshooting and escalating to other IT groups.  Users are both external clients -- including lawyers, professionals and staff – and internal clients, i.e., the IT Department.  The Help Desk Specialist must function as a highly effective member of the Help Desk and IT teams, but with the ability to be independent and own the issue at hand.  Customer service is the primary focus.  The hours will be 9:00am-5:00pm or 9:30am-5:30pm.

 

Primary Responsibilities:

 

·         Respond to approximately 25 customer contacts per shift from all Firm offices and be part of a team of six which actively monitors and responds to all customer contact, whether by ACD system, voicemail, email or instant messaging.

·         Troubleshoot user issues using best practices, internal tools, standard troubleshooting techniques and external resources.

·         Log Help Desk calls in Footprints call tracking system, creating accurate, succinct entries and escalating when necessary.

·         Monitor and follow-up on all assigned tickets in Footprints, ensuring proper resolution, end-user contact and satisfaction.

·         Analyze and resolve problems according to shifting priorities, time frames and resources, as well as documenting resolutions in call tracking system and communicating such to appropriate personnel (team, department, and clients where applicable).

·         Contribute to Knowledge Management by publishing appropriate issue resolutions to IT Knowledge Base.

·         Assess and prioritize technical requests using IT operational strategies.  Communicate answers to technical requests in a tactful and concise manner.

·         Be mindful of role as “public relations” arm of the IT Department and dispense information accordingly.

·         Participate in internal meetings with Help Desk Team.  Be prepared to discuss status of projects and current issues.

·         Coordinate with other team members for providing answers to difficult questions and to resolve user problems.  Keep peers and supervisor informed of trends, significant problems and unexpected delays.

·         Adjust to departmental staffing issues and coordinate workload with Team members.

·         Assist in assignments that impact users, including software testing, hardware setups, and off-hours projects.

·         Assist in the collection of data for identifying user requirements, which may result in future system development or training.

·         Strive to maintain a current level of knowledge of the computer/legal industry and Help Desks in particular.

·         Expect to troubleshoot and resolve 75% of software, hardware, printer and network issues before escalation.

·         Be conscious of methods to reduce call volume and communicate such.

·         Be part of After Hours rotation, providing 24x7 technical support for the Firm.

·         Provide on-site coverage for up to one “soft” holiday per calendar year.

·         Assumes additional responsibilities as requested.

 

Job Qualifications:

 

·         Bachelor’s degree and Law firm experience preferred.

·         Strong customer service focus combined with excellent listening, written and verbal communication skills.

·         Substantial experience in working with/supporting MS Office applications.

·         Two+ years of technical customer service/word processing experience in a professional environment.

·         Demonstrated ability to work effectively as a team member.

·         Ability to embrace change and support technology initiatives.

·         Confidently manage work flow and customer requests in a timely manner without sacrificing quality is essential to our success.

·         Strong sense of job ownership.

·         Organized, motivated and able to prioritize and multi-task.

·         Ability to teach as well as direct customers.

·         Empathize with the user and strive to meet the customer’s need by providing accurate and definitive solutions, such as best practices or alternatives in order to help keep the customer productive.

·         Knowledge and experience with Microsoft Operating Systems, Handheld Data Devices (BlackBerries, iPhones, Android phones), DeskSite, Innova and Citrix preferred. 

 

This job description is a general description of the types of responsibilities that are required of an individual in this job.  It is not intended to be a complete list of the responsibilities, duties and skills that may be required for this job.