Help Desk Technician

Summary

The Help Desk Technician must be able to work with users of varied technical ability and have strong troubleshooting, communication, documentation, and interpersonal skills.

Required Education & Experience

• Associate's degree, technical training school completion, or equivalent work experience.
• Minimum of 1 year technical help desk experience.
• Capable of working in a team environment demonstrating good communication skills.
• Solid understanding of basic networking concepts, computer hardware, and software support.
• Good working knowledge of Windows 10/11, Microsoft Office 2016/365 applications, Mac OS and mobile devices (Android & iPhone).

Preferred Education & Experience

• Minimum of 2 years of technical help desk experience.
• Excels working within a team environment and has excellent oral and written communication skills.
• Advanced knowledge of troubleshooting complex issues, such as network printers, remote connectivity, software support, hardware issues, and Microsoft Office 365.
• Experience supporting virtualization, VMware Horizon, VMware vSphere, VPN, Microsoft Endpoint Manager (previously System Center Configuration Manager), and Active Directory.
• Law firm or professional services experience preferred.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. In order to perform one (1) or more essential functions of this role, working a hybrid schedule is required.

Customer Service (35%)

• Provides courteous and efficient technical customer service support for all business applications, including enterprise, and division/departmental applications as well as hardware environment.
• Responds to support calls in a positive, informative, and appropriate manner.
• Keep customer promptly and consistently informed on status of ticket, prioritizing customer satisfaction.
• Provides assistance through remote tools or by visiting desk side as required.
• Installs, maintains, and replaces technology equipment and peripherals.

Troubleshooting (25%)

• Performs restorative and maintenance actions either remotely or at the user’s location to resolve problems using basic troubleshooting and technical skills.
• Provides accurate, timely and creative solutions to computer, technical, and networking problems to ensure user productivity.
• Simulates or recreates user problems to resolve complex issues.
• Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installation, moves, and configuration changes, and maintains ownership of issue through resolution.
• Displays initiative in identifying, researching, and resolving issues involving the maintenance of the firm’s desktop environment.

Documentation (20%)

• Maintains timely entry of accurate information and data regarding user issues within the tracking system and according to policies and standards.
• Documents troubleshooting steps and resolutions into the Firm's technical knowledgebase and ticket management software, following the team's best practices.
• Creates work instructions sharing solutions to common challenges.

Projects and Teamwork (10%)

• Provide direct, routine technical support/advice, troubleshooting assistance, problem resolution, and responses to inquiries.
• Works collaboratively with Help Desk team via instant messaging, email and phone to expedite solutions for users.
• Willing to step out of comfort zone in accommodating cross-departmental requests.
• Follows appropriate escalation path and seeks required approvals.
• Participate in on-call rotation.

General and Administrative (10%)

• Performs other duties as assigned.

Competencies

• Strong verbal and written communication skills.
• Self-motivated with excellent organizational skills and attention to detail.
• Highly professional with a strong customer service orientation, commitment to meeting deadlines, and ability to multitask in a fast-paced and dynamic environment.
• Strong professional, independent thinking skills with strength in problem solving and the ability to offer constructive opinions and creative solutions.
• A team player who motivates and educates other team members.
• Regular and predictable attendance is an essential function of the position.

Supervisory Responsibility

This position has no supervisory responsibilities.

Travel

Travel required, as necessary.

Work Environment & Physical Demands

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While performing the responsibilities of the position, these work environment characteristics are representative of the environment the person in this position will encounter. While performing the duties of this job, the employee will work in a professional, fast paced office environment that may require additional hours to complete work.

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the position. If an employee is unable to perform the essential functions of the position, Stinson LLP will evaluate whether a reasonable accommodation can be made to enable the employee to perform the described essential functions of the position. Generally, due to the nature of this office position, while performing the responsibilities of the position, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. The employee must regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds. Vision abilities required by the job include close vision.

While performing the responsibilities of the position, these work environment characteristics are representative of the environment the person in this position will encounter:

• Standard desk position with frequent computer usage.
• Work schedule is shift –based (full-time based on your region) with shift start times varying from 7 am to 10:30 am and shift end times varying from 4:30 pm to 7 pm.
• After-hours rotating on-call shift, 7:00 pm – 7:00 am (Mon-Fri), 24 hour Sat-Sun support.
• May be fast paced environment.
• Overtime required, as necessary.

AAP/EEO Statement

Stinson LLP is an equal opportunity employer. We encourage qualified minority, female, veteran, disabled and other diverse candidates to apply and be considered for open positions. We offer a competitive compensation and benefits package.

Stinson LLP is a federal contractor. Information gathered through applicant Voluntary Self-Identification will be used periodically with various government agencies for statistical reporting and to measure the effectiveness of our Affirmative Action and EEO outreach efforts. All information is requested on a voluntary basis and will be kept confidential. We will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

Applicants with a disability that are in need of an accommodation to complete the Stinson LLP application process should contact Human Resources at 316.268.7962 or email Talent@stinson.com.

By submitting this application, you certify the information provided is true to the best of your knowledge and belief. You understand that being untruthful in response to any of the answers provided within this application or any of the attached documents may lead to your termination in the event you are employed. If employed, you will be required to provide documentation showing you are legally authorized to work in the United States. We conduct criminal background checks of all individuals offered employment.