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Form of workJob Description
Juno Search Partners is a certified women-founded and women-led talent solutions firm with extensive experience in the placement of accounting, administrative, finance, human resources, legal, marketing, operations, and technology candidates nationwide.
We are seeking a Helpdesk Analyst to handle helpdesk calls for level 1 / level 2 support for the firm, enter helpdesk tickets, and work with the rest of the IT team to support for firm initiatives / projects.
In accordance with the firm’s client service initiatives, the Helpdesk Analyst must display good judgement and effective interpersonal communications. Confidentiality and discretion are required consistently.
Basic Qualifications:
- Proficient in Microsoft Office 2016/Windows 10, macro packages and template design/deployment
- Experience with VPN / RDS connectivity for training and supporting remote access
- Install, configure, and perform quality assurance testing of new hardware and software for existing and new users in the firm
- Provide firm support for helpdesk calls for level 1 / level 2 support
- Provide after-hours coverage as assigned (typically 1 week per month with monthly stipend)
- Ability to lift (up to 40 lbs.), bend, and kneel for end user hardware installation
Preferred Qualifications:
- Experience in planning and deploying application upgrades and operating systems
- Experience with desktop and server-based applications
- Experience with Windows 10/11
- Experience with Office 2016, iManage, and Aderant preferred
- Experience with application macro/numbering packages and template creation/design
- Law firm or professional service firm experience highly desirable
Responsibilities:
Helpdesk Support:
- Act as the first point of contact for end-users, providing exceptional customer service and technical support.
- Handle incoming helpdesk calls and emails, diagnosing and resolving Level 1 and Level 2 technical issues.
- Escalate complex issues to higher-level IT support teams while ensuring timely resolution.
- Provide clear, concise, and user-friendly instructions for issue resolution.
Ticket Management:
- Create, prioritize, and assign helpdesk tickets to the appropriate IT personnel.
- Monitor and maintain ticketing system records, ensuring accurate documentation of incidents and requests.
- Follow up with end-users to gather additional information and confirm problem resolution.
- Generate reports and analyze ticket data to identify trends and areas for improvement.
Knowledge, Skills and Abilities:
- Excellent communication skills and experience in a multi-practice law firm environment
- This position requires the insight necessary to identify roadblocks and reach out to others for assistance to resolve issues
- Superior customer service skills
- Excellent oral and written communication skills that are technically sound, grammatically correct and without typographical errors
- Attention to detail with consistent production of quality work
- Ability to work independently with minimum supervision but also work well as part of a team
- Ability to assess, adapt and reprioritize projects quickly when situations change
- Ability to exercise good business judgement and diplomacy in complex situations
- Able to work with all levels of firm management and work well as part of a team
- Ability to work with any outside vendor in order to complete tasks and/or projects
- Unbiased judgement, sound discretion and openness to the views of others
- Ability to interact with people in a manner that shows sensitivity, tact and professionalism
- Must conduct him/herself professionally in appearance and actions; must set a positive example for all personnel and support a collegial and collaborative work environment
- Flexibility with work schedule to meet the position needs outside of regular business hours
Education:
- Bachelor’s Degree with experience in the business or technology field, or equivalent combination of education and experience
- Proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate)
Juno Search Partners is an Equal Opportunity Employer that provides equal opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, genetic predisposition or carrier status, or any other characteristic protected by federal, state or local law. The Company is committed to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. It’s expected that all of our employees are aware of this policy and that they create an environment that’s sensitive and respectful to all individuals.
