Legal Help Desk Analyst-980

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Principle Duties and Responsibilities


  • Work as part of a help desk team to provide first level telephone support to all staff of the firm.
    • First level support responsibilities include:
      • Utilization of call tracking system to track all reported problems,
      • Utilization of remote control software to assist callers as needed,
      • Answering basic “How-to” questions on technologies on our environment,
      • Perform troubleshooting of systems issues,
      • Perform basic administrative tasks such as password changes,
      • Coordinate escalation of issues to additional resources in Information Technology as needed.
      • Ensure callers are kept informed of status as needed.
  • Support is provided for staff working in the office, as well as those working remotely via the firm’s remote access systems.
  • Utilize documentation and available resources to remain abreast of firm and Information Technology policies and procedures. Be able to convey these policies to staff as is appropriate while assisting with their issues.
  • Participate in systems upgrade projects as needed.
  • Work closely with Helpdesk Manager to identify common user problems, and provide feedback to engineering or technical education divisions.
  • Contribute to Information Technology Knowledge Center.


  • Job Requirements

    Skills, Experience, Education and Other Job Related Requirements


    • Bachelor's degree, preferably in Computer Science, and/or a minimum of two years experience in help desk support. Experience working in the legal services environment is preferred.
    • Experience with direct support of the following technologies:
    • Windows desktop operating systems
    • Microsoft Outlook email client
    • Microsoft Office suite of applications
    • Interaction contact management
    • Document management system, preferably FileSite by Interwoven
    • In general: responsibility, reliability, initiative, patience, determination, assertiveness, inquisitiveness, tenacity, and a desire to learn.
    • Ability to communicate effectively with firm personnel at all levels and outside parties as necessary.
    • Interpersonal skills necessary to interact and work productively as part of the Information Technology, and overall firm team, delivering high quality services to our clients
    • Attendance Requirements: On site during pre-defined shift hours and available as necessary before or after shift hours to work at the firm, over the telephone, or at off-site meetings, in order to meet the demands of the job and the needs of the firm
    • Travel Requirements: Ability to engage in off-site travel as required from time to time, in order to meet the demands of the job, and the needs of the firm


  • Job Type:
    Full Time
  • Job City
    New York
  • Job State:
  • Job Zip Code
  • Job Posting Status:
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