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Help Desk Analyst

Company: McGuire Woods LLP
Location: Richmond
Posted on: September 16, 2021

Job Description:

Insight Global is looking for 4 IT Service Desk/Help Desk Analysts for a law client headqurtered in Richmond, VA. This role will be required to be onsite 4 day per week and have the optio to be remote once a week. IT Service Desk/Help Desk Analyst to join its enterprise-wide IT service desk in our Richmond office. The candidate will be responsible for providing technical and informational assistance related to applications, hardware, peripherals, telephony and network-related issues via telephone, remote desktop connection, email or chat. Candidates should have advanced-level knowledge of the latest Windows and Microsoft Office Suite versions. Experience with document management systems, 2-factor authentication and other legal specific applications is preferred. This position is highly visible, requiring dependability, communication skills and professionalism.

Adhere to incident management, problem management, change management, and knowledge management best practices

Log all help desk calls or email requests into the current IT Service Management System and updates incident and/or problem information

Ability to quickly diagnose, organize, and prioritize competing deadlines and properly setting service expectations with clients

Utilize advanced features in MS Office Suite and Adobe applications to resolve complex document issues

Analyze, troubleshoot and resolve problems with a goal of 85% First Call Resolution

Utilize and troubleshoot web-based applications


Certification in Microsoft Office Suite

Support experience with Service Now, SCCM, Mobile Device Management, Citrix, VPN and Remote Desktop Services on all platforms and any other legal applications
3+ years Microsoft product support experience and proficiency with the latest Windows and Microsoft Office Suite versions

Advanced level skills required in Word and Outlook

Advanced knowledge and support of various mobile email devices (iOS, Android, etc.)

Outstanding professional communication skills, a customer comes first attitude, professional phone demeanor and ability to deal with multiple tasks in a rapid, constantly evolving environment along with a strong customer attitude, have a strong belief that the customer always comes first

Excellent grammar, spelling, and punctuation skills

Working knowledge of network and PC, and laser printer hardware components configuration and diagnostic utilities

Must be available for on-call coverage for a 24/7 rotating schedule

Flexibility to work additional shifts and/or overtime

Keywords: McGuire Woods LLP, Richmond , Help Desk Analyst, Other , Richmond, Virginia

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