Service Desk Specialist

Summary:: Under the direct supervision of the Manager of User Technology and according to established Firm policies and procedures, the Service Desk Analyst is responsible for the Firm wide support to our end users. Key Responsibilities:

• Provide support via telephone and e-mail for all Firm users on all software applications as well as hardware. - Respond to end user inquiries within agreed-upon timeframes. - Tracking customer calls and e-mails recording detailed and accurate information in the tracking system. - Participating in training and working to develop and maintain top knowledge in existing and new technologies to provide most effective support for request. - Solid ability to research information through internal and external sources. - Assist in developing reference materials in the knowledge base for known issues and solutions. - Proficiency in Remote Computing and Citrix experience. - Ability to know when to escalate an end user issue and to whom, both within and outside of IT

• Identify needs for improvement within the team and suggest a process to improve. - Other duties as assigned. The employee must be able to perform all essential job duties and responsibilities of this position satisfactorily and as outlined, with or without reasonable accommodations. Reasonable accommodation requests may be accommodated, absent undue firm hardship. Qualifications: (i.e. education, years of experience)

• Degree or two years related experience and/or training experience preferred; previous work experiences in a legal environment a plus. - Solid understanding and strong technical knowledge of network and PC operating systems, applications, LAN/WAN hardware, security, protocols, and standards, including: Microsoft Windows, Microsoft Office, e-mail, file and print services, telecommunications, remote access, virtual private networks, firewalls, access control, and encryption. - Working knowledge of iManage document management software - knowledge of other legal software preferred. - Exposure to virtual meeting software (Microsoft Teams, Zoom, etc ..... )