Due to a promotion, our law firm is now in a search for a Help Desk Administrator (“Administrator”). This is a full-time, hourly position, supervised by the Manager of End User Services (“Manager”). The full-time hours of employment are 35 hours per workweek working Monday through Friday from 11:00 a.m. to 7:00 p.m. All calls after 7:00 PM on weekdays through 8:00 AM the following day and on weekends and holidays are handled by off-site support.
EDUCATION/EXPERIENCE: The requirements for this position are a high school diploma (or its equivalent); three years of demonstrated, successful work experience in a technology Help Desk position; having advanced knowledge of Microsoft Suite 2007, 2010 and 2013 with a high degree of technical skills and experience in a law firm or other professional services environment; excellent communication skills and a positive rapport with people.
DUTIES: The Administrators provide Tier 1 through Tier 3, full-service, telephone, remote access and, as appropriate, in-person full technical support and service for end users of our software applications. Certain Administrators may be more highly knowledgeable in certain Help Desk services including supporting members of the IT Department. Additional duties include working with the Manager to recommend training programs based on calls to better assist end users; learning and keeping current with all new software applications used in the Firm; will enforce policies and procedures for end users use of technology; may be asked to participate in the evaluation of new utilities and tools to improve service efficiency; and, will maintain a log of called-in problems for analysis of same.
SKILL SET: The Administrator must be experienced in Microsoft Suite 2007, 2010 and 2013; know, keep current with and understand usage and applicability of advanced features of Word, Excel and PowerPoint; be technically proficient; have strong interpersonal, communication and organizational skills; must learn and adapt quickly to technological changes and advancements and have a solid understanding of how technology works and interacts with other technology. A critical component of technological skills includes the ability to thoroughly understand how various software packages work and how end users use those packages. Interpersonal skills include an intrinsic desire to assist individuals in problem solving endeavors and doing so with a high degree of patience, tact and diplomacy. Excellent communication skills includes the ability to communicate technological problems and procedures in a language easily understood by highly non-technical users. It also includes good verbal and writing skill. Organizational skills include the ability to manage multiple responsibilities; work independently; participate as a team member in projects; maintain accurate records; set and keep to schedules; set priorities; and work well under pressure. The Administrator is detail oriented and flexible. The successful completion of applicable Microsoft training and courses as requested from time to time is a requirement for this position.
The work environment is dynamic, fast paced and ever changing. The benefit package is generous and pay is based on experience. Qualified candidates may send their resume with pay desired to firstname.lastname@example.org. An Equal Opportunity Employer.