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Help Desk Support Analyst

LeClairRyan


Location:
Newark, NJ
Date:
06/15/2018
2018-06-152018-07-18
Categories:
  • Information systems/IT
  • Legal
  • Customer Service
  • Telecommunications
  • Administrative / Clerical
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Job Details

 

Come and shine with the stars of LeClairRyan! Since its inception, LeClairRyan has grown exponentially and is now home to over 300 attorneys with offices in 15 states and the District of Columbia. LeClairRyan is currently seeking a Help Desk Support Analyst in Newark, New Jersey who will contribute to overall success and help secure the bright future of the Firm.

  

One Riverfront Plaza is home to LeClairRyans Newark, New Jersey office and is conveniently located adjacent to Newark Penn Station. As our second largest office, approximately 65 attorneys and over 50 professional support staff represent the Firm in Newark and offer services to our valued clients in a multitude of practice areas. Individuals who join LeClairRyan in Newark can expect a constantly changing environment that fosters professional growth and development.

  

LeClairRyans Information Technology team consists of approximately 20 professional staff who provide onsite and remote support to LeClairRyan employees nationwide. As LeClairRyan has expanded, the team has focused on development, improvement, and implementation of the Firms technological resources. With LeClairRyans dedication to innovation, our Information Technology department will continue to be a vital part of our continued success.

 

Responsibilities of the role include but are not limited to the following:

  • First contact receipt, acknowledgement, routing and tracking for the effective resolution of end-user issues and inquiries.
    • These systems include but are not limited to: computer hardware, applications, virtual desktop, (Citrix) networking and infrastructure, systems software, collaboration, enterprise systems, and telephony / telecommunications equipment as well as tracking and monitoring of connectivity related issues involving data, voice and internet services.
  • Monitors and utilizes the Firms central Service Management platform and associated tools including the Incident and Service Request tracking systems, and ACD / IVR systems.
  • Works in partnership with IT support vendors in the management of over-flow and after-hours incident and requests.
  • Escalates to, and seeks advice from Regional IT Leads in matters which cannot be handled or that of which require additional skillsets to be brought to resolution.
  • Proactively notifies IT Management of potential service interruptions based on trend analysis, patterns, and ticket/call volume.  
  • Improves the incident management tracking system and resolution knowledgebase through documentation, quick search capabilities of incidents to provide proven resolutions to known issues.
  • Accurately diagnoses client technical issues; gathers the necessary information; and performs standard, preliminary research using all relevant available resources.
  • Effectively leverages and implements a variety of remote access, user administration systems and methods necessary to provide exceptional service.
  • During widespread outages, follows escalation processes immediately notifying the Regional IT Lead(s) for assistance, outlining the symptoms of the larger failure.
  • Perform other duties necessary and essential to support the Firms strategic technology goals.
Required Skills

 

  • Candidate should have 2-4 years experience in a Service Desk/Technical Assistance Support position.
  • Ability to provide support to end-users on a variety of technologies including Windows, MS Office, printers, mobile devices, email document management etc.
  • Ability to demonstrate a solid understanding of basic network components and concepts.
  • Experienced, self-motivated, and professional with excellent written and verbal communication skills.
  • Strong problem solving/analytical abilities, and quality customer service.
  • Ability to work independently as well as willing to work within a hybrid support model following best practices.
  • Regularly demonstrate initiative in supporting the user base outside of expected job assignments.
  • Attention to detail and ability to multitask.
  • Ability to work under pressure.
  • Willingness to be flexible with work schedules and participate in IT on-call rotation.

 

LeClairRyan does not accept unsolicited resume submittals from contracted or non-contracted agencies. LeClairRyan is not responsible for any fees related to unsolicited resumes.

Job Location
Newark, New Jersey, United States
Position Type
Full-Time/Regular
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