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Help Desk Analyst

Company: Jackson Lewis
Location: White Plains
Posted on: July 6, 2018

Job Description:

Jackson Lewis P.C. is an employment law firm that represents management exclusively in every aspect of employment, benefits, labor and immigration law and related litigation. The Firm is ranked in the First Tier nationally in the category of Labor and Employment Litigation, as well as in both Employment Law and Labor Law on behalf of Management, in the U.S. News - Best Lawyers-- "Best Law Firms".

Jackson Lewis has offices across the United States and Puerto Rico. The Firm is comprised of individual local offices staffed by attorneys and support personnel. These offices are supported by the National Operations Center which includes Human Resources, Information Technology, Finance/Accounting, Facilities, Marketing and Information Services.

This position is located in Jackson Lewis national offices and reports to Supervisor, Help Desk.

Job Summary (basic description)


The Firm is seeking an independent, detail oriented individual to provide end-user desktop and telecommunications hardware and software support. The individual will provide telephone support to users and perform desk-side support as needed and directed. The Analyst will provide excellent customer service with the objective to provide immediate solutions for end user issues and requests.


Essential Functions


  • Provide exceptional customer service.
  • Provide phone support while maintaining a phone availability status of 75% or higher.


    • Provide high level application, desktop and telecom software and hardware support with the expectation of immediate solutions for end user issues.
    • Document end user issues/requests utilizing the IT help desk service management application.
    • Provide end-user hardware, software, and telecommunications desk-side system support.
    • Work in conjunction with entire support staff in the successful completion of all Service Desk related projects.
    • Work toward team standards in relation to the current Service Level Objectives.
    • Provide identification/resolution for IT Infrastructure and desktop issues.
    • Furnish reports, information and/or documentation as directed by management.
    • Retain ownership of all issues/requests assigned until closure with end user agreement.
    • Assist with execution of all desktop system and voice related moves, adds, changes, and upgrades.
    • Compile/Document/Distribute new troubleshooting techniques when it would benefit the team.
    • Participate in department initiatives and represent the department as a member of the technical staff. Keep abreast of technologies in the Desktop and Telecommunications environment by attending seminars and other educational opportunities as required.
    • Computer imaging as needed and directed by IT.
    • Identify/Document reoccurring issues and present to management possible solutions as well as Suggest/Implement innovative ideas to improve the Help Desk processes.
    • Perform additional tasks as directed by management.

      Qualifications/Skills Required

      • Between one and three years of Help Desk experience.
      • Excellent knowledge of MS Windows 7 operating systems.
      • Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Outlook and Exchange.
      • PC hardware proficiency (Intel/Mac/HP).
      • General understanding of Incident Management and IT ticket systems. Experience with ServiceNow is a plus.
      • Excellent customer service skills, including verbal and written communication skills; as well as telephone, interpersonal, analytical and organizational skills.
      • Team player, creative, innovative, flexible & enthusiastic.
      • Ability to work independently on special assignments.
      • Law firm experience a plus.



        Educational Requirements

        • Associates Degree or equivalent work experience of 2 to 4 years required.
        • Bachelor's degree preferred.


          We offer a competitive starting salary and a comprehensive benefits package, along with opportunity for growth. We are an equal opportunity (M/F/V/D) employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law.

          Keywords: Jackson Lewis, White Plains, Help Desk Analyst, Professions, White Plains, New York

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