Focused on labor and employment law since 1958, Jackson Lewis P.C.’s 950+ attorneys located in major cities nationwide consistently identify and respond to new ways workplace law intersects business. We help employers develop proactive strategies, strong policies and business-oriented solutions to cultivate high-functioning workforces that are engaged, stable and diverse, and share our clients' goals to emphasize inclusivity and respect for the contribution of every employee.
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Job Summary
The firm is seeking an independent, detail-oriented individual to provide end-user desktop and telecommunications hardware and software support. The individual will provide telephone support to users and perform desk-side support as needed and directed. The Analyst will provide excellent customer service with the objective to provide immediate solutions for end user issues and requests.
Essential Functions
- Provide exceptional customer service.
- Provide phone support while maintaining a phone availability status of 85% or higher.
- Provide high level application, desktop, and telecom software and hardware support with the expectation of immediate solutions for end user issues.
- Document end user issues/requests utilizing the IT Service Desk service management application.
- Provide end-user hardware, software, and telecommunications desk-side system support.
- Work in conjunction with entire support staff in the successful completion of all Service Desk related projects.
- Work toward team standards in relation to the current Service Level Objectives.
- Provide identification/resolution for IT Infrastructure and desktop issues.
- Furnish reports, information and/or documentation as directed by management.
- Retain ownership of all issues/requests assigned until closure with end user agreement.
- Assist with execution of all desktop system and voice related moves, adds, changes, and upgrades.
- Compile/Document/Distribute new troubleshooting techniques when it would benefit the team.
- Participate in department initiatives and represent the department as a member of the technical staff. Keep abreast of technologies in the Desktop and Telecommunications environment by attending seminars and other educational opportunities as required.
- Computer imaging as needed and directed by IT.
- Identify/Document reoccurring issues and present to management possible solutions as well as Suggest/Implement innovative ideas to improve the Service Desk processes.
- Perform additional tasks as directed by management.
Qualifications/Skills Required
- At least 2 years of Service Desk experience.
- Excellent knowledge of MS Windows operating systems.
- Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Outlook and Exchange.
- PC hardware proficiency (Intel/Mac/HP).
- Experience with macOS is a plus.
- General understanding of Incident Management and IT ticket systems. Experience with ServiceNow is a plus.
- Excellent customer service skills, including verbal and written communication skills; as well as telephone, interpersonal, analytical and organizational skills.
- Team player, creative, innovative, flexible & enthusiastic.
- Ability to work independently on special assignments.
- Law firm experience a plus.
Educational Requirements
- Associate degree or equivalent work experience of 2 to 4 years required.
Job Type: Full-time
Pay: $28.00 - $33.00 per hour
Work Location: Hybrid remote in Boston, MA 02116