Herbert Smith Freehills is hiring a Help Desk Technician to support users across hardware, software, networking, and other computer-related technologies from the Information Technology team. In this onsite role in New York, you will handle incoming help requests via phone and email, drive issues toward resolution, and escalate when specialized support is required.
You will also stay on top of ticket activity by monitoring progress, documenting outcomes in the ticket tracking system, and identifying patterns in support requests and solutions being used. The position includes participation in special projects, training and shift coverage, along with coverage of voicemail and email rotation on a rotating basis.
Responsibilities
- Receive and respond to inbound calls and email requests for assistance in a professional and courteous manner, supporting users with hardware, software, networking, and related technologies.
- Document all support requests thoroughly and escalate to the appropriate support group or individual when needed.
- Monitor tickets through resolution, analyze and resolve problems, and record both issues and resolutions in the ticket tracking system.
- Track support activity and share any perceived trends in incoming calls or emails and the solutions being applied.
- Support the implementation of special projects as requested.
- Maintain and improve technical proficiency through research, self-training, and participation in internal and external training opportunities.
- Participate in a rotation responsible for monitoring and resolving voicemail and email requests.
- Show flexibility to cover shifts on short notice and during vacation periods.
Requirements
- Law firm experience
- 3 years of work experience in a medium to large PC-based legal or professional services organization, including experience delivering high-quality customer service
- Ability to quickly analyze issues, follow policies and procedures, and establish work priorities, with the capability to work in a group environment
- Strong customer service focus with excellent listening, written, and verbal communication skills; professional handling of all personality types, including during stressful conditions
- Strong editing skills with MS Word, including document scrubbing, repair and recovery, plus the ability to style, format, print, and store documents in a document management system
- Familiarity with: DUO 2FA, MS Authenticator, Citrix, and Cisco VPN connectivity; Azure, Entra, Exchange Online, Intune, iManage, Mimecast, CyberArk, Service Now ticketing system, Zoom, and Teams
Technologies
- MS Word
- DUO 2FA
- MS Authenticator
- Citrix
- Cisco VPN connectivity
- Azure
- Entra
- Exchange Online
- Intune
- iManage
- Mimecast
- CyberArk
- Service Now ticketing system
- Zoom
- Teams
Shift Hours
Compensation
- Exact compensation may vary based on skills and experience; salary range is $70k - $80k
Team: Information Technology
Working pattern: Full time
Location: New York, NY (onsite)
Contract type: Permanent Contract
