Desktop Support

Help Desk Analyst

An award-winning, midsized law firm that brings BigLaw insights and talent and marries it with collaboration and value beyond the numbers is seeking a Help Desk Analyst.

Job Description

Provide excellent customer service while conveying confidence, knowledge, and professionalism over the phone, email correspondence, and during office visits. Serve as first and second-level support for telephone and e-mail inquiries on the Firm's software applications, hardware, mobile devices, Phones and remote technologies directed to the Information Technology department. Interact with users to identify, research, diagnose reported issues and engage engineers to assist as needed. Work with the third-party trainer to design and develop training programs, including course materials, manuals, and other instructional resources tailored to the firm's needs. Coordinate New Hire training and weekly Skill-up sessions. Work with the third-party vendor to develop training materials for new applications or updates. Log all call activity in the Service Desk application. Assist with managing all hardware and software inventory. Provide guidance on the use of software applications and equipment. Set up and deploy new thin clients, PCs, laptops, printers, and other peripherals. Install, configure, and maintain operating systems updates, software applications, and hardware components through Intune. Manage user accounts and permissions in Active Directory. Assist with basic network troubleshooting, including connectivity issues and printer setup. Work with network engineers to resolve complex network problems. Escalate issues to senior IT staff or external vendors as needed. Follow up with users to ensure issues are resolved to their satisfaction. Assist with Setting up conference rooms. Assess the effectiveness of training programs through evaluations, feedback, and performance assessments, making adjustments as needed. Conduct training sessions, workshops, and seminars, both in-person and online, to educate employees on various IT systems, software, and tools. Test new applications prior to rollout. Provide on-call after-hours and weekend support. Other Duties as assigned by the Manager.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

The Successful Applicant

Strong technical background in computer hardware, software, and troubleshooting required. Proficient in Microsoft products (including Windows 10, Windows 11, and Office 365), iManage, Adobe Acrobat, and Litera, with the ability to quickly learn and incorporate new releases and updates. Proficient in Zoom and MS Teams. Excellent written and verbal communication skills, including the ability to communicate technical concepts to technical and non-technical users. Ability to multi-task in a fast-paced environment, prioritize among competing needs and respond quickly to requests for information. Ability to effectively organize and manage multiple training initiatives simultaneously. Strong understanding of business goals and standards for customer service. Ability to work on own initiative. Ability to lift and carry computer and printer equipment. 3 to 5 years' experience of law firm.

What's on Offer

Award-winning law firm, great benefits, yearly salary increases, flexible work/life balance.