Help Desk Technician (WDC)
Stinson LLP is a law firm seeking a Help Desk Technician to provide technical support to users with varying technical abilities. The role involves troubleshooting, customer service, and maintaining documentation to ensure smooth IT operations.
Responsibilities
- Provides courteous and efficient technical customer service support for all business applications, including enterprise, and division/departmental applications as well as hardware environment
- Responds to support calls in a positive, informative, and appropriate manner
- Keep customer promptly and consistently informed on status of ticket, prioritizing customer satisfaction
- Provides assistance through remote tools or by visiting desk side as required
- Installs, maintains, and replaces technology equipment and peripherals
- Performs restorative and maintenance actions either remotely or at the user’s location to resolve problems using basic troubleshooting and technical skills
- Provides accurate, timely and creative solutions to computer, technical, and networking problems to ensure user productivity
- Simulates or recreates user problems to resolve complex issues
- Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installation, moves, and configuration changes, and maintains ownership of issue through resolution
- Displays initiative in identifying, researching, and resolving issues involving the maintenance of the firm’s desktop environment
- Maintains timely entry of accurate information and data regarding user issues within the tracking system and according to policies and standards
- Documents troubleshooting steps and resolutions into the Firm's technical knowledgebase and ticket management software, following the team's best practices
- Creates work instructions sharing solutions to common challenges
- Provide direct, routine technical support/advice, troubleshooting assistance, problem resolution, and responses to inquiries
- Works collaboratively with Help Desk team via instant messaging, email and phone to expedite solutions for users
- Willing to step out of comfort zone in accommodating cross-departmental requests
- Follows appropriate escalation path and seeks required approvals
- Participate in on-call rotation
- Performs other duties as assigned
Skills
- Associate's degree, technical training school completion, or equivalent work experience
- Minimum of 1 year technical help desk experience
- Capable of working in a team environment demonstrating good communication skills
- Solid understanding of basic networking concepts, computer hardware, and software support
- Good working knowledge of Windows 10/11, Microsoft Office 2016/365 applications, Mac OS and mobile devices (Android & iPhone)
- Minimum of 2 years of technical help desk experience
- Excels working within a team environment and has excellent oral and written communication skills
- Advanced knowledge of troubleshooting complex issues, such as network printers, remote connectivity, software support, hardware issues, and Microsoft Office 365
- Experience supporting virtualization, VMware Horizon, VMware vSphere, VPN, Microsoft Endpoint Manager (previously System Center Configuration Manager), and Active Directory
- Law firm or professional services experience preferred
Benefits
- Medical, dental, and vision health plans
- Medical savings accounts
- Firm-provided Employee Assistance Program (EAP), Wellness Program, and Caregiving Support Concierge Services
- Employer-paid life insurance and AD&D
- Short- and long-term disability benefits
- Generous paid time off for holidays, vacation, bereavement, jury duty, and paid leave for sick and safe time, parental, and military
- Excellent work-life programs, including service bonuses, back-up child, elder, and pet care, and an employee discount program
Company Overview
Company H1B Sponsorship