Help Desk Specialist

Profile

Help Desk Specialist

The candidate provides consistent, courteous and professional customer service to all Pierce Atwood users. Supports, troubleshoots and resolves end-user computer related problems for a variety of hardware, software and Internet applications used by Pierce Atwood. Assists in the education of computer use and functionality. Serves as the central point of contact for Pierce Atwood users to report computer problems or to address IT-related questions and requests via the Help Desk. Resolves high level desktop computer related problems and issues in a timely fashion. Assists in the creation and implementation of new solutions for end users on a proactive basis. Maintains and administers all help desk calls via phone, voice mail, e-mail or walk-ins within acceptable time limits. Visits with users as required to gather detailed information and resolve issues. Logs all outstanding calls for completion or assigned to other resources within the firm. Logs all details pertinent to the issue as well as the resolution of the problem. Helps in the coordination and completion of unfinished calls using other resources. Uses various software tools, works proactively with end users to anticipate future issues, plan individual technology implementation and help increase productivity. Creates solutions that allow end users to do work more effectively. Performs daily IT tasks and procedures, including troubleshooting and problem solving, installing and maintaining desktop hardware, software and maintaining end-user files. Reviews automated reports daily, looking for issues and investigating them. This includes the monitoring of Software Restriction Policy messages, noting patterns or recurring problems and developing strategies to resolve these. Educates users on IT procedures and proper use and maintenance of computer equipment. Verifies that new employees are set up on the system and tested prior to their arrival and provide assistance to new users as appropriate. Coordinates scheduling in support and operation of audio/visual systems integrated with video conferencing, projection, audio, video recording, playback and remote control devices. Which may include consulting with attorneys, staff, clients, and vendors to determine requirements, and monitoring meetings as required. Interaction with partners, attorneys, support staff, office administrators, and clients to provide AV and computer support when needed. Other responsibilities as required for this position. Associate’s/BA degree with six months work experience is required. Should have 2+ years related work experience is required.

Additional Information

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Company info

Pierce Atwood LLP
Heather Higgins
Pease International Tradeport One New Hampshire Ave. 350
Portsmouth
New Hampshire
United States 03801
Website : http://www.pierceatwood.com/