Overnight Help Desk Analyst

The candidate will be responsible for providing technical assistance and support for the Firm's internal customers related to Firm computer systems, hardware, software, mobile devices, and remote access.

The company is located in the DC Metro Area, and this position will remain 100% remote. The hours for this position are Friday-Sunday, 10:00 p.m.-11:30 a.m. Eastern Time.

What You Will Be Doing:

• Provide technical assistance and support for incoming inquiries related to Firm computer systems, hardware, software, mobile devices, and remote access.
• Prioritize and respond to support requests via telephone or email in a professional, confident, and courteous manner.
• Thoroughly document support requests and resolutions using the helpdesk ticketing system.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to customers.
• Write tips, frequently asked questions, and knowledge articles for the Firm's intranet and help desk knowledgebase.
• Stay up to date on Firm technology through self-guided learning and review of training materials created by the training staff.
• Availability to provide onsite and remote coverage outside of normal business hours as needed

Required Skills & Experience:

• Minimum of two years working on a Help Desk or related experience.
• Previous exposure to law firm or professional services environment is highly preferred.
• Knowledgeable in using and supporting Windows 10, Active Directory, Microsoft Office 2016 or later, iManage Work 10, or other document management systems, remote access systems (Citrix and VPN), and mobile devices (iOS and Android).
• Customer service oriented.
• Excellent verbal, written, and interpersonal skills.
• Strong troubleshooting skills.
• Proven agility and resilience working in a fast-paced environment.
• Goal oriented, very organized, and willing to take ownership of customer requests.
• Excellent follow through, attention to detail, and organizational skills.
• Ability to work independently and in a team environment.
• ITIL v3 certified or familiarity with ITIL's best practices.

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.
This position doesn't provide sponsorship.