Overnight Technical Support - Objective Paradigm

Service Desk Analyst 1Job Summary
The Help Desk Analyst 1 provides first-line technical support to end-users. This role involves troubleshooting and resolving incidents, service requests, and inquiries related to application software, hardware, network infrastructure, and configuration. Additionally, the Analyst manages device distribution, conference room setups, and new user onboarding.
Responsibilities

• Incident and Request Management:
  • Assess, prioritize, and resolve incoming incidents, service requests, and inquiries.
  • Gather information from users to diagnose issues effectively.
  • Escalate complex problems to higher-level support teams as needed.
  • Document incident and request details in the ticketing system.
• Technical Support:
  • Provide technical assistance for applications, operating systems, and network connectivity.
  • Troubleshoot and resolve hardware and software malfunctions.
  • Manage the distribution and return of loaner equipment.
  • Configure conference rooms for meetings and events.
  • Conduct new user orientations and application training.
• Customer Service:
  • Deliver exceptional customer service through various communication channels (phone, email, in-person).
  • Build positive customer relationships and foster a supportive environment.
  • Communicate clearly and effectively with users at all levels.
  • Maintain a patient and professional demeanor.

Qualifications

• Strong application support skills
• Proficiency in:
  • Legal applications (Microsoft Office Suite, Litera Innova, iManage DMS, Nuance Power PDF, Timekeeping software, browsers, metadata tools, comparison tools)
  • Windows 10 operating system
  • Basic understanding of macOS and Windows network fundamentals (Active Directory, domains, group policies)
• Excellent problem-solving and analytical abilities
• Strong customer service orientation
• Effective verbal and written communication skills
• Basic desktop support knowledge
• Conference room setup experience
• Familiarity with Active Sync for mobile device management

Additional Requirements

• Ability to work a 3-day onsite schedule.
• Flexibility to work rotating shifts: 8:00 PM - 4:00 AM.

 

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