Help Desk Analyst

Jackson Lewis is seeking a detail-oriented Help Desk Analyst to deliver end-user desktop and telecommunications hardware and software support onsite in Orange County, CA.

Responsibilities

• Provide exceptional customer service.
• Maintain phone support availability at 85% or higher while assisting users by phone.
• Deliver high level application, desktop, and telecom software and hardware support with the aim of immediate issue resolution for end users.
• Document end-user issues and requests using the IT Service Desk service management tool.
• Offer end-user hardware, software, and telecommunications desk-side system support.
• Collaborate with the entire support staff to complete Service Desk related projects.
• Align with team standards in relation to current Service Level Objectives.
• Identify and resolve IT Infrastructure and desktop issues.
• Provide reports, information, and documentation as directed by management.
• Own all assigned issues/requests until closure with end-user agreement.
• Assist with desktop system and voice related moves, adds, changes, and upgrades.
• Compile, document, and distribute new troubleshooting techniques for the team when beneficial.
• Participate in department initiatives and represent the department as a member of the technical staff; stay current on Desktop and Telecommunications technologies via seminars and required training.
• Image computers as needed and directed by IT.
• Identify recurring issues and present potential solutions to management; contribute ideas to improve Service Desk processes.
• Perform additional tasks as directed by management.

Requirements

• At least 2 years of Service Desk experience.
• Strong knowledge of Microsoft Windows operating systems.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and Exchange.
• PC hardware proficiency (Intel/Mac/HP).
• MacOS experience is a plus.
• Foundational understanding of Incident Management and IT ticket systems; ServiceNow experience is a plus.
• Excellent customer service skills, including verbal and written communication; strong telephone, interpersonal, analytical, and organizational abilities.
• Team player with creativity, flexibility, and enthusiasm.
• Ability to work independently on special assignments.
• Law firm experience is a plus.

Technologies

• Windows
• macOS
• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Exchange)
• PC hardware (Intel/Mac/HP)
• ServiceNow

Education

• Associates Degree or equivalent work experience (2 to 4 years) required.