Helpdesk Analyst

Job Description

Insight Global is seeking a Helpdesk Analyst to join a prestigious international law firm client. This individual will be a member of the firm's IT support team and will provide technical phone support for the business and for end user devices-both hardware/software including PCs, laptops, IP Telephones, and mobile devices.

The day-to-day responsibilities may include:

• Field incoming help requests from end users via telephone and e-mail in a courteous manner.

• Ensures all requests from users are logged and escalation procedures are followed. Maintains problem status/resolution information in ticketing database.

• Ensure SLAs are met by reviewing the Help Desk inbox and tickets. Escalate issues and collaborate with the appropriate IT teams to find resolutions.

• Update Help Desk knowledge base with accurate and up-to-date information.

• Troubleshooting problems with Windows based workstations, custom applications, email, network and peripheral equipment. Troubleshoot Android and Apple iOS software issues.

• Maintains expert level knowledge of the platform's operating systems, standard applications, and computer hardware solutions.

This is a 3-contract position and can sit fully remote in the US working Monday-Friday 2pm-10pm EST.

Compensation

$25-$40/hr

Exact compensation may vary based on several factors, including skills, experience, and education.

While on contract, benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• At least 1 year of helpdesk experience within a law firm

• Strong understanding of PC hardware/peripheral devices, Active Directory, standard operating systems (Windows 7/10), and Microsoft Office applications

• Proficiency with document management systems - iManage and NetDocuments

• Experience supporting mobile technologies iOS and Android

• Excellent customer service skills and communication skills

• BA degree, preferably within technology - Am Law 100 experience