IT Help Desk Specialist (11:00PM – 7:30AM ET)
Job Type: Full Time / Permanent
Position Summary: Responsible for handling end-user computer hardware and software support questions for the global offices of the firm in a 24 X 7 environment. Serves as the first point of contact for users with complex issues in various Microsoft Office 2016 products, as well as other technical hardware and software issues. Excellent customer service skills and ability to communicate with non-technical users required. Logs tickets into HEAT database to facilitate statistical report generation. Provides coverage of weekend hours on a rotating basis. Provides coverage on holidays on a volunteer basis. This position is not limited to these responsibilities and may be revised as needed from time to time. Additionally, access to our U.S. offices will be limited to personnel who are fully vaccinated from COVID-19. If you believe that you require an accommodation to this policy because of a medical, religious or other reason, please let us know at the time of your interview so that a reasonable accommodation can be discussed.
Essential Functions • Function as the primary contact for all Information Technology issues throughout the firm. • Provide document formatting support on complex documents while preserving formats and styles already incorporated into such documents. • Provide formatting and formula support on spreadsheets created in Excel. • Provide support of rules, signatures, multiple calendars and other options in Outlook. • Provide support on Windows 10, Chrome, Internet Explorer, Skype for Business, FileSite, Intapp Time, My Time, Payne Templates, Citrix, smartphones, internet, intranet, printers and computer hardware of varying configurations including desktops, laptops, Surfaces and 2-in-1s. • Maintain required recordkeeping, including logging calls into the HEAT database, reporting time, and others as directed. • Escalate unresolved issues to the appropriate IT Teams. • Report unusual, alarming or recurring problems to the Network Operations Center and/or Supervisor or Manager as appropriate. • Maintain working knowledge of all Firm deployed applications. • Report common issues to IT Help Desk Supervisor to facilitate long-term solutions. • Provide feedback for ongoing and maintenance of IT Help Desk database for purpose of call tracking, knowledge database creation, and statistical report generation. • Provide extended user support during computer conversions, office moves or as a result of hardware or software failures (occasionally on short notice). • Provide assistance in testing new or upgraded applications. • Special projects may be assigned. • Reset user passwords and grace logins, and grant document access with appropriate approval. • With prior supervisor approval may volunteer or be selected to serve on special committees, work groups, project teams, or escalation teams related to various firmwide IT initiatives. Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or on going activities.
Requirements Condition of Employment: All personnel designated as office-based, hybrid or flexible under the Firm’s Flexible Work Policy are required to be up to date on vaccinations against COVID-19, meaning that all recommended vaccines, including any booster dose(s), have been received. This policy applies to all U.S. partners and employees, regardless of full-time, part-time, temporary, exempt, non-exempt, or any other status or classification. If you believe that you require an accommodation or exemption to this policy because of a medical, religious or other reason, please discuss with the recruiter so that a reasonable accommodation can be considered.
Education: Two year College Degree or equivalent work experience in related computer field.
Experience: At least two years of experience as a Help Desk Specialist in a large professional services environment preferred. Two years experience with Microsoft Word including styles. Experience using and supporting Microsoft Outlook required. Experience with Microsoft Excel preferred.
Skills: • Excellent technical troubleshooting skills required. Proficient in the use of Microsoft Office 2016, primarily Outlook, Word (including using, creating and modifying styles) and Excel. • Excellent customer service skills required.
Shift: Monday – Friday, 11:00PM – 7:30AM ET
Equipment To Be Used: Personal computer and other office equipment such as telephone, calculator, fax, machine, copier, scanner, etc.
Typical Physical Demands: Manual dexterity sufficient to operate standard office equipment.
Typical Mental Demands: Able to deal with stress associated with fast-paced work environment. Multiple priorities/tasks. Make judgement decisions and adapt to changing work situations. Grasp and apply new ideas. Communicate with various personalities at all levels.
Working Conditions: Works in typical office setting. Occasionally called upon to work hours in excess of your normal daily schedule. Offers a challenging work environment, business casual dress code and a total compensation package that includes a competitive salary, flexible benefits program, tuition assistance, and generous 401 (k) plan.