Help Desk Technician

GURSTEL LAW FIRM, P.C. – HELP DESK TECHNICIAN

GET TO KNOW US Gurstel Law Firm, P.C. (hereinafter “Gurstel” or “Firm”) is a multi-state litigation law firm representing creditors in all aspects of the legal collection process. The Firm is headquartered in Golden Valley, Minnesota with offices in Arizona, California, Iowa, Nebraska, Nevada, Utah, Wisconsin and Wyoming. Its practice is focused on the development of attorneys’ litigation skills, strategies and industry knowledge.

CULTURE At Gurstel, we operate on our Core Values of Doing Right, Achieving Results, and Maintaining our Integrity. We champion diversity and are a very fast-paced, enthusiastic group of people! Success is celebrated and we are looking for people who share those same values with the drive to exceed expectations and think outside the box! Our culture is what makes our Firm a fun and rewarding place to work.

JOB SUMMARY

The Help Desk Technicianis a results-driven individual with entry level experience in the Information Technology field. This individual is responsible to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware, clean up computers. Run diagnostic programs to resolve problems. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. This individual is the forward face of our technology organization, and as such much maintain exemplary customer service standards. As a Help Desk Technician, you will provide Tier 1 support to our customers via phone, email and computer chat. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond Tier I span of control.

DUTIES AND RESPONSIBILITIES

• Manage Help Desk tickets in a timely manner
• Respond to customer issues via phone, email, and ticketing system
• Provide excellent customer service
• Document issues and gather information, then escalate issues to the next tier of support
• PC hardware and software support
• Follow-up with customers to ensure issues are resolved
• Provide daily and weekly status updates as required
• Look for opportunities to simplify the designs, operations, and deployment plans; reduce complexity while providing performance, agility, and scalability
• Maintains quality of service by establishing and enforcing organization standards.
• Communicate all relevant IT events and issues with appropriate staff regularly and efficiently
• Perform user onboarding and offboarding.
• Work with visiting vendors to ensure security

• Any Microsoft/Network/A+ Certifications, preferred
• 2+ years of experience working in a Help Desk environment
• Proficiency with Microsoft Products
• Proficient with remotely supporting users
• Excellent written and verbal communication skills
• Highly organized
• Ability to diagnose and resolve basic computer technical issues
• Sharp assessment skills with the ability to decipher “wants” versus “needs” and comfortable negotiating prioritization accordingly
• See a problem or opportunity, take ownership and act on it independently
• Law Firm experience is a plus
• Legal Claims Platform experience a plus
• Experience with Commercial Legal Software a plus

COMPETENCIES

• Technical Skills 30%
• Dependability 30%
• Customer Service 20%
• Problem Solving 20%

TRAVEL– 10% local travel only

• Medical, Dental, Vision, STD, LTD, Life, 401k, and Profit Sharing.
• Paid Time Off (PTO)/ Paid Holidays

We are looking for individuals who share our Core Values: Do Right, Achieve Results, and Maintain Integrity.

EOE

If you are based in California, you can read information for California residents linked here