McGuireWoods
Overview
McGuireWoods is hiring an IT Service Desk/Help Desk Analyst to join its enterprise-wide IT service desk in our Richmond, VA office. The candidate will be responsible for providing technical and informational assistance related to applications, hardware, peripherals, telephony and network-related issues via telephone, remote desktop connection, email or chat. Candidates should have advanced-level knowledge of the latest Windows and Microsoft Office Suite versions. Experience with document management systems, 2-factor authentication and other legal specific applications is preferred. This position is highly visible, requiring dependability, communication skills and professionalism.
McGuireWoods, one of the world’s leading law firms, has provided legal solutions to corporate, individual and nonprofit clients since 1834. Along with excellent benefits, McGuireWoods offers most employees a hybrid remote option allowing flexibility and work-life balance. Our Applicant Disclosures describe your rights. Our Privacy Statement describes how we will process and safeguard your personal data.
Responsibilities
Adhere to incident management, problem management, change management, and knowledge management best practices
Log all calls or email requests into the current IT Service Management System and provide updates
Ability to quickly diagnose, organize, and prioritize competing deadlines and properly set service expectations with clients
Utilize advanced features in MS Office Suite and Adobe applications to resolve complex document issues
Analyze, troubleshoot and resolve problems with a goal of 85% First Call Resolution
Utilize and troubleshoot web-based applications
Qualifications
REQUIRED:
Advanced level skills in the following:
Word (e.g., advanced editing including identifying corruption, redlining/blacklining, creating tables, formatting styles)
Outlook (e.g., managing delegate access to multiple inboxes and calendars)
Adobe (e.g., editing PDFs including converting, redacting, creating binders)
3+ years Microsoft product support experience and proficiency with the latest Windows and Microsoft Office Suite versions
Certification in Microsoft Office Suite preferred
Support experience with Service Now, Mobile Device Management, Citrix, VPN and Remote Desktop Services on all platforms and any other legal applications is preferred
Advanced knowledge and support of various mobile email devices (iOS, Android, etc.)
Outstanding professional communication skills, a customer comes first attitude, professional phone demeanor and ability to deal with multiple tasks in a rapid, constantly evolving environment along with a strong customer attitude, have a strong belief that the customer always comes first
Excellent grammar, spelling, and punctuation skills
Working knowledge of network and PC, and laser printer hardware components configuration and diagnostic utilities
Must be available for on-call coverage for a 24/7 rotating schedule
Flexibility to work additional shifts and/or overtime
Strong ability to follow processes, procedures and security measures
Have more questions? Connect with a recruiter directly.
#J-18808-Ljbffr
McGuireWoods, one of the world’s leading law firms, has provided legal solutions to corporate, individual and nonprofit clients since 1834. Along with excellent benefits, McGuireWoods offers most employees a hybrid remote option allowing flexibility and work-life balance. Our Applicant Disclosures describe your rights. Our Privacy Statement describes how we will process and safeguard your personal data.
Responsibilities
Adhere to incident management, problem management, change management, and knowledge management best practices
Log all calls or email requests into the current IT Service Management System and provide updates
Ability to quickly diagnose, organize, and prioritize competing deadlines and properly set service expectations with clients
Utilize advanced features in MS Office Suite and Adobe applications to resolve complex document issues
Analyze, troubleshoot and resolve problems with a goal of 85% First Call Resolution
Utilize and troubleshoot web-based applications
Qualifications
REQUIRED:
Advanced level skills in the following:
Word (e.g., advanced editing including identifying corruption, redlining/blacklining, creating tables, formatting styles)
Outlook (e.g., managing delegate access to multiple inboxes and calendars)
Adobe (e.g., editing PDFs including converting, redacting, creating binders)
3+ years Microsoft product support experience and proficiency with the latest Windows and Microsoft Office Suite versions
Certification in Microsoft Office Suite preferred
Support experience with Service Now, Mobile Device Management, Citrix, VPN and Remote Desktop Services on all platforms and any other legal applications is preferred
Advanced knowledge and support of various mobile email devices (iOS, Android, etc.)
Outstanding professional communication skills, a customer comes first attitude, professional phone demeanor and ability to deal with multiple tasks in a rapid, constantly evolving environment along with a strong customer attitude, have a strong belief that the customer always comes first
Excellent grammar, spelling, and punctuation skills
Working knowledge of network and PC, and laser printer hardware components configuration and diagnostic utilities
Must be available for on-call coverage for a 24/7 rotating schedule
Flexibility to work additional shifts and/or overtime
Strong ability to follow processes, procedures and security measures
Have more questions? Connect with a recruiter directly.
#J-18808-Ljbffr