DESCRIPTION OF DUTIES:
The Help Desk Technician – tier 2 serves as escalation support for complex user needs (i.e., incident management and service requests) that are triaged by Tier 1 Help Desk Technicians. Promotes timely response to user needs within pre-defined service level agreements (SLAs). Leads coordination with IT technical teams for issues that require advanced engineering support, seeing tickets through until resolution on users’ behalf. Responds to support requests either in person, over the phone, or via email in a professional, confident, and courteous manner, maintaining transparent communications with users until needs are resolved. Thoroughly documents support requests, with particular emphasis on complex and specialized needs, using the IT Help Desk ticketing system. Leads problem management: monitoring incidents to identify broader trends and themes, determining the cause, and working with technical leads to apply the fix. Actively contributes to and maintains the firm’s IT Knowledge Base (e.g., tips, frequently asked questions, knowledge articles, with particular focus on documentation for complex and specialized needs. Works with Service Management leadership and Tier 1 / Tier 3 support staff to identify opportunities to optimize escalation and triaging processes. Works with Service Management to translate specialized work into routine and commoditized solutions that can be performed by Tier 1 (as appropriate). Additional duties as assigned or required.
REQUIRED SKILLS:
College degree is strongly preferred, ideally in Computer Science, Information Systems, or a related technical discipline. Appropriate technical certification(s) are preferred. Minimum of 3+ years of relevant experience, ideally in a large Law Firm setting, a comparable professional services organization, or a legal information services provider. Previous exposure to law firm environment is highly preferred. Demonstrated experience with technical troubleshooting and root-cause analysis. Specialized knowledge of applications and systems common to a law firm (e.g., Collaboration solutions, Document Management Solutions). Specialized knowledge of operation system configuration and troubleshooting (e.g., windows platforms). Specialized knowledge of common user devices and troubleshooting (e.g., laptops and peripherals, mobile, audio video, printing, multi-function). Specialized knowledge of networking and connectivity devices and troubleshooting. Working knowledge of leading service desk performance indicators and service level standards. Working knowledge of leading service desk technology solutions for IT and non-IT users (e.g., ServiceNow). Working knowledge of best practices for designing, implementing, and continuously refining a global, tiered IT support desk model. Working knowledge of ITIL-oriented process design for IT Service Management. Working knowledge of leading service desk performance indicators and service level standards. Working knowledge of leading service desk technology solutions for IT and non-IT users (e.g., ServiceNow).
LOCATION:
Washington, DC - Remote