What are the responsibilities and job description for the Help Desk position at Dickinson Wright?
Summary: Staff designated at Dickinson Wright PLLC (“the Firm”) as Help Desk are responsible for providing technical support services to computer network and software users on a full time basis, unless otherwise arranged with the Firm.
Essential Duties and Responsibilities:
Essential duties and responsibilities of staff designated as Help Desk at the Firm include but are not limited to:
- Provide personal computer and operating system technical support to LAN/WAN/Remote user community;
- Troubleshoot and either repair or arrange for repair of non-working personal computers and printers;
- Provide after-hours on-call support on a shared, rotating basis;
- Keep accurate and meticulous support documentation including ticketing of support requests;
- High level of follow through.
Qualifications, Skills and Abilities Required:
Help Desk must:
- Experience in troubleshooting Windows and Windows applications;
- Experience in personal computer hardware problem diagnosis;
- Skills necessary to communicate and follow the instruction effectively from a diverse group of attorneys and staff and provide information with ordinary courtesy and tact;
- Ability to quickly develop and maintain expertise in many specialized computer applications with a minimum of training and supervision;
- Work may require irregular hours, some travel, and occasionally requires more than 40 hours per week to perform the essential duties of the position;
- Occasional lifting up to 40 pounds may be required;
- Knowledge acquired through completion of Bachelor's degree in computer science or a related field;
- Knowledge of Windows 7/10, Microsoft Office Suites 2010/2013/2016, Apple Mac’s desired;
- Interpersonal skills necessary in order to communicate by phone and provide information with ordinary courtesy and tact;
- Work occasionally requires a high level of mental effort and strain when performing a high volume of tasks and performing other essential duties;
- Proficient in video and audio conferencing technology. Knowledge of Blue Jeans Network a plus.
Working Conditions:
Normal law office environment with little exposure to noise, dust, temperature.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements. Please note that a variety of factors determine compensation, including geographic location, experience, relevant degrees and certifications, and other applicable factors authorized by law.
Dickinson Wright offers a generous benefits package for eligible fulltime employees within our U.S. offices, including health, dental, and vision; 401(k) and profit sharing plans; paid vacation; and parental leave. Additional elective programs include: a health flexible spending account, a health savings account, identity theft protection, a dependent day care reimbursement account, commuter benefits, life and AD&D insurance, short- and long-term disability protection, an employee assistance program, and emergency travel assistance.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.