Help Desk Technician

Stinson LLP is a law firm seeking a Help Desk Technician to provide technical customer service support to users with varied technical abilities. The role involves troubleshooting, documentation, and collaboration with the Help Desk team to resolve technical issues efficiently.

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