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Law Firm Experienced Help Desk Coordinator/Supervisor Job
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| Employer Name: NewLaw, Inc. |
SpiderID: 2254612 |
| Location: Houston, Texas |
Date Posted: 6/4/2008 |
| Wage: 40000-65000 ann. |
Category: Legal |
| Job Code: |
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| Number Of Openings: 2 |
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Job Description:
I. Purpose of the job
Provides accurate and timely first level support to all personnel on software and hardware issues.
II. Essential functions and responsibilities
90% Support
Provides telephone and email support to users (domestic and international) regarding firm supported software and hardware.
Works with end-users in analyzing, troubleshooting and resolving hardware/software and basic network support issues.
Routinely checks department voicemails and emails and return calls in a timely manner.
Assists team members with support issues.
Escalates support issues to appropriate areas of the department for resolution when necessary.
Maintains call logs and solutions in Help Desk database by recording problem tracking tickets and taking ownership of call from the beginning until full resolution including follow up with callers to confirm a satisfactory and complete result.
Burns CD’s/DVD’s as requested.
Assists the Application Analysts with tracking hardware inventory when necessary.
Participates in rotation of coverage for after-hours support on evenings and weekends.
Maintains documentation and communications regarding Help Desk/telephone support operations which includes the entering of calls into Help Desk Database
Assists Trainers with providing one-on-one training for specific topics as needed
10% Miscellaneous
Maintains daily audio visual requests through Conference Services EMS reservation system.
Tests/evaluates enhancements to current applications or new applications prior to release.
Participates in all pilot training of new software being tested for the firm.
Assists Trainers with developing cross-training on particular application support areas for IT personnel.
Job Requirements:
Knowledge and skills
Education:
Bachelor’s Degree preferred or equivalent experience.
Experience:
2-3 years in a Help Desk support environment required, preferably in a professional services environment.
Knowledge, Skills and Abilities:
Must possess advanced Microsoft Office XP Suite experience and technical related computer skills.
Must be able to provide accurate and quality answers to questions called in or referred to the Help Line by email or any other means.
Must be able to maintain a positive attitude and strong customer service skills under stressful conditions.
Must be able to function under extreme pressure involving time deadlines.
Must possess problem solving, analytical and troubleshooting skills.
Must possess the ability to manage multiple priorities simultaneously.
Must possess strong detail organization skills.
Must possess the ability to work independently on multiple projects.
Excellent interpersonal and communication (oral & written) skills required.
Must be able to take the lead on projects and problems when requested or as appropriate and to make judgment decisions and use initiative to anticipate user needs.
Must be able to adapt to changing work situations and grasp and apply new ideas quickly.
Excellent attendance and punctuality a requirement.
Job Criteria:
Start Date: immediately
Position Type: Full-Time Permanent
Years of Experience Required: 3
Education Required: Bachelors
Overnight Travel: None
Vacation Time: Less Than 2 weeks / year
Job Benefits:
Health/Dental Benefits, Retirement Benefits, Paid Holidays, Vacations, and Sick Leave, Life and/or Disability Insurance
Company Profile:
NewLaw, Inc. is a legal information technology firm specializing in the provision of talent related to the application of technology to the practice of law.
Contact Information:
| Contact Name: Khrys McKinney |
Company Type: Recruiter |
| Company: NewLaw, Inc. |
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| City: Houston, Tx |
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| State: Texas |
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| Zip: 77002 |
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Web Site: http://www.newlawinc.com
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