IT Help Desk Analyst

Provide first-level IT help desk support for desktop and office technology needs across Dallas-area sites, including remote and onsite assistance.

Responsibilities

• Serve as the first point of contact, thoroughly determine user needs, and communicate resolutions back to users
• Resolve basic desktop and first-level technical issues, and escalate unresolved trouble tickets to next-level support
• Track, route, and redirect issues to the correct resources
• Update and follow up on trouble issues in a timely manner
• Walk employees through troubleshooting steps and/or provide direct assistance
• Follow up with users to provide feedback and see problems through to resolution
• Advise and assist with computer hardware and software changes; recommend process modifications or improvements
• Support computer setup and maintenance, including setup for new employees, installing software and updates, and troubleshooting and repairing computer problems
• Assist with the development of manuals and other training aids as needed
• Review and suggest revisions to processes and procedures based on changing technology to the Houston main office
• Ensure proper recording, documentation, and closure of all trouble issues
• Assist in maintaining firm-wide IT inventory and support setup procedures documentation for the IT department
• Maintain consistent communication with the headquarters Houston main office IT department
• Support technology needs during corporate moves, expansions, renovations, or relocations
• Orient new branch office employees on computers, software, and office standards
• Troubleshoot, as needed: copiers, printers, fax machines, phones, plotters, and video conferencing equipment
• Travel to the main office and branch offices, possibly frequently, to provide onsite support and problem solving
• Maintain confidentiality and interact effectively with all levels
• Maintain flexibility and work overtime as needed
• Attend in-house trainings and department meetings as needed
• Complete additional assignments as requested/needed

Requirements

• High School Diploma/GED
• Familiarity with basic networking concepts
• Working knowledge of user administration and bug fixing in a client server environment
• Practical knowledge installing and configuring operating systems, networked and local printers, and business applications
• Troubleshooting and problem-solving skills
• Ability to explain technical information clearly
• Ability to prioritize and multitask efficiently
• Ability to learn new software and hardware
• Ability to perform diagnostic tests
• Ability to create case notes and error logs
• Ability to identify potential process improvements
• Familiarity with Microsoft Office Suite (Outlook, Excel, Word) or related software
• Familiarity with office equipment (computer, copier, etc.)
• Professional telephone, verbal, and written communication skills
• Ability to work well under pressure in a fast-paced environment
• Strong organizational and customer service skills
• Ability to prioritize workload, meet time constraints, and multitask

Technologies

• Microsoft Office Suite
• Outlook
• Excel
• Word
• Client server environment

Accountability

• Provide both remote and deskside technical support to users efficiently and accurately
• Act as the front line for solving basic technical problems
• Quickly identify user issues and resolve basic desktop issues

Essential Characteristics

• Maintain a satisfactory relationship with firm members, clients, and Partners
• Maintain a mature, thoughtful, professional, and pleasant manner at all times

Work Environment

• Frequently communicate with clients and team members; exchange accurate information
• Constantly operate a computer and other office productivity machinery (calculator, copy machine, computer printer)
• Remain in a stationary position about 50% of the time
• Occasionally move about inside the office to access office machinery and project information
• Close vision, distance vision, and ability to focus; extensive reading and viewing of computer terminals
• Lift up to 50 pounds at times

Location: Dallas, TX (onsite)

Education: High School Diploma/GED