1. Reporting to the Support Services Manager, the Helpdesk Analyst is primarily responsible for first-line receipt, acknowledgement and routing/resolution of end-user technical problems or questions involving any issues relating to firm technology systems, including computer hardware, application or operating systems software and telecommunications equipment, including reports of circuit outages or trouble.
2. Promptly provide a known resolution to the end-user, from personal knowledge or extracted from the Helpdesk database, or enlist the assistance of higher level support as deemed appropriate. Follow-up with the affected user(s) to ensure the resolution was timely and appropriate. Record such resolution in the Helpdesk database for future reference or trend analysis.
3. Monitor the firm’s central Helpdesk telephone line and Helpdesk e-mailbox and promptly answer request for assistance from the end-user community regarding technology-related issues.
4. Maintain the Helpdesk database application (Altiris), recording critical information regarding end-user problems, questions and/or complaints with respect to technology issues.
5. Cultivate the call tracking and resolution knowledgebase so that it can be leveraged to quickly provide a proven resolution to a known issue. Provide feedback to supervisory personnel when trends become apparent in order to remedy repetitive problems and recommend proactive training to minimize future reports of similar problems.
6. In instances where a critical problem appears to have affected a large number of users, make an immediate notification to senior IT personnel, by-passing second or third level support when appropriate.
7. Whenever appropriate, considering availability of higher level support personnel:
· Perform hardware and software troubleshooting to include the diagnosis and repair of computers and computer-related peripheral hardware (central processing unit, monitor, keyboard, and mouse) failures via telephone in support of users on-site and remote network users.
· Diagnose and repair operating system software errors.
· Diagnose and repair application software errors.
· Perform routine hard disk drive defragmentation and surface scanning functions to ensure optimal performance is achieved.
8. Perform other duties necessary and essential to support the firm’s strategic technology goals as determined by the Support Services Manager.
Curtis, Mallet-Prevost, Colt & Mosle LLP provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), parental status, national origin, age, disability, genetic information, or veteran status. In addition to federal law requirements, Curtis, Mallet-Prevost, Colt & Mosle LLP complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.