Legal Desktop Support - DBI Staffing : Job Details

Job Description

Position Summary :

The Deskside Support Analyst provides 2nd level support and also assists IS Operations staff with day-to-day tasks when needed. The position requires a focus on customer service, technical skills and attention to detail in responding to general computing questions including, but not limited to, firm laptops/desktops, mobile devices and videoconference support. The position works with the Applications team with testing, troubleshooting, deployments, etc. and the Operations team with printer support, hardware image testing, and audio visual and remote hardware setups as needed.

Position Relationships : Reports directly to the Supervisor of IT Support. Interacts frequently with Helpdesk analysts, Attorneys and Business Services staff.

Duties & Responsibilities :

Primary:

• Serve as internal 2nd level Help Desk overflow support and 2nd level escalation path for issues that cannot be performed by the help desk.
• Provide escalation guidance and support knowledge to help desk.
• Research, resolve and respond to complex incidents escalated by the help desk in a timely manner. Escalate problems to appropriate engineers when necessary.
• Provide AV and technical support for New York office.
• Review, update and publish new support articles to the ServiceNow knowledgebase.
• Provide remote/in-person end-user support to ensure customer productivity and satisfaction.
• Provide WebEx/Zoom/MS Teams meeting technical assistance and support.
• Document accurately and completely all incidents/requests and tasks into the ServiceNow incident management ticketing system in a timely manner.
• Keep abreast of product updates and methods of support delivery in order to provide technically accurate solutions to customers.
• Participate in team projects that enhance the quality or efficiency of service.
• Must be able to work weekends, holidays and overtime when necessary.

Secondary:

• Assist with special projects.

Qualifications :

Education: College Degree preferred.