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Help Desk Analyst

New York City, NY

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Help Desk Analyst','1800001Z','!*!
Proskauer Rose is one of the nation's largest law firms, providing a wide variety of legal services to clients throughout the United States and around the world from offices in New York, Los Angeles, Chicago, Washington, D.C., Boston, Boca Raton, Newark, New Orleans, Paris, London, Sao Paulo, Hong Kong and Beijing.
Responsibilities include, but are not limited to:

Provide 1st level technical support and guidance to users of the Firm’s computer, network and telephone systems.
Generate incident and service request tickets, dispatching appropriate IT personnel as needed.
Follow up to ensure the prompt resolution of technical issues and requests.
Provide phone support to all Firm personnel by responding to inquiries, troubleshooting and resolving problems for all Firm-supported software and hardware.
Maintain and expand strong working knowledge of current and future Firm-supported technologies to provide accurate solutions to Firm personnel, evaluating and reporting trends in systems errors and software/hardware malfunctions.
Assist in the creation of and maintenance of Firm’s IT knowledge base.
Participate in additional projects and responsibilities as requested. ','!*!

Bachelor’s degree in Computer Science or a related discipline; or equivalent work experience.
Approximately 2-3 years of experience in an Information Technology Help Desk role.
Sufficient knowledge of IT operations, responsibilities, work flow processes and procedures in order to resolve most inquiries independently.
Experience supporting legal industry specific applications including but not limited to: Document Management System (iManage WorkSite), lnnova, DTE Axiom, WestLaw Drafting Assistant, Workshare Compare, Relativity, and Legal Key.
Experience using IT Service Management systems in a heavy call volume environment (i.e. BMC Service Desk Express, SupportWorks, Magic, Remedy, ServiceNow).
Experience with ACD systems and performance metrics (abandon rate, avg. speed to answer, and avg. talk time) with an emphasis on Queue Management.
Solid hardware troubleshooting skills including but not limited to: basic laptop/desktop, printer, Cisco IP telephony, and mobile devices (iPhone/iPad/Android/Blackberry devices).
Working knowledge of computer software including but not limited to: Windows 7/8/10, MAC OS X, Active Directory, Microsoft Office 2010, SCCM, WebEx, Go-to-Meeting, Adobe Acrobat, Bomgar, Citrix XenDesktop, VPN, RSA SecurID, MDM (Airwatch/MobileIron).
A /Network Certification, Microsoft MCP/MOS Certification a plus.
Help Desk Certification (i.e. HDI Support Center Analyst Certification).
Knowledge of ITIL Service Operation a plus.
Strong “white glove” customer service mindset.
Strong oral and written communication skills.
Solid analytical skills and sound judgment.
Ability to work and communicate effectively with end users, peers, and management.
 ','US-NY-New York','','2 Penn Plaza','23rd Floor','New York','10121','All Open Positions','New York','Regular','Standard','','','','','Help Desk Analyst

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