Help Desk Analyst

Profile

Help Desk Analyst

The candidate will provide first and second level phone and deskside support to troubleshoot and resolve hardware or software issues. The Help Desk Analyst will ensure that hardware, operating systems, software systems, and related procedures adhere to the firm’s standards. Work with the firm’s IT team members to resolve technical issues and maintain a functional and technically up-to-date computing environment. Provide first and second level phone and deskside support to end users. Document calls in the Help Desk ticketing system and escalate to internal IT personnel when appropriate. Participate in Help Desk operations to provide prompt and thorough support to firm users and maintain accurate and timely updates to Help Desk cases. Work with firm users to identify and resolve issues to desktop environment. Perform hardware maintenance on desktops, laptops, and other equipment including diagnosis, recommendation, repair, upgrade, and replacement as necessary. Assist with updating and maintaining standard images for desktop, laptops and Citrix environment. Assist with asset inventory and performs relocation of IT equipment (PC’s, monitors, phones, etc.). Work with IT staff to identify trends and resolve recurring issues related to end users. Keep current on latest technology trends and IT developments, recommend upgrades in hardware/software systems as appropriate. Should have 2+ years of experience in providing end user support and troubleshooting applications in a networked environment. Experience supporting various hardware including desktop, laptop, and tablet PC’s is required. Experience supporting Microsoft Windows, Office 365, Citrix VDI and other office productivity Software is required. Experience installing software, patches, updates on desktops and laptops is required. Experience with iManage Document Management System is a plus. Prior experience working in a law firm or professional services industry is a plus.

Company info

Wyrick Robbins Yates & Ponton LLP
The Summit 4101 Lake Boone Trail,Suite 300
Raleigh
North Carolina
United States 27607-7506
Website : http://www.wyrick.com