SUMMARY: Education Requirement: a minimum of an associate’s degree, OR at least 2 years of relevant IT experience.
Responsible for receiving, prioritizing, documenting, and actively resolving end-user help desk requests in a team-oriented environment. Resolutions may involve the use of diagnostic and tracking tools, in-person support, vendor participation, escalation, and hands-on desktop-level support. Works closely with higher-level IT Specialists when help desk requests require escalation or collaboration. Primarily responsible for Tier 1 Help Desk operations, but may be assigned additional responsibilities as needed.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

1. Associate degree (or higher), OR at least 2 years of relevant work experience.
2. Must possess the customer service skills necessary to maintain a professional and effective working relationship with attorneys, staff, and clients, in person, by e-mail, and by telephone.
3. Ability to quickly analyze issues, establish priorities, anticipate consequences, make decisions, and initiate action.
4. Strong desire to expand technical knowledge, and the ability to learn quickly and use critical thinking skills to troubleshoot issues.
5. Experience with the following technologies:
   a. Microsoft Windows 10
   b. Microsoft Office 365
   c. Network technologies
   d. and laptop hardware
6. Good organizational skills including record keeping, data collection, and system information.
7. Work occasionally requires an elevated level of mental effort and strain when performing essential duties. Must be able to perform the essential duties of the position with time constraints, interruptions, and stressed attorneys and staff.
8. Ability to effectively manage multiple, concurrent projects and tasks.
9. Work may require more than 37.5 hours per week to perform the essential duties of the position; may require occasional irregular hours with short notice.
10. Must be able to lift and carry objects weighing up to 30 pounds, and have sufficient mobility to perform physical tasks which may require, but are not limited to, climbing ladders or working under desks.
    Job Type: Full-time
    Expected hours: No less than 37.5 per week

Benefits:

• 401(k)
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan

Application Question(s):

• Do you have a minimum of an associate’s degree OR at least 2 years of relevant IT experience?

Ability to Commute:

• Baton Rouge, LA 70801 (Required)

Ability to Relocate:

• Baton Rouge, LA 70801: Relocate before starting work (Required)

Work Location: In perso

1. Provides technical support and guidance to resolve users’ computer hardware and software issues.
2. Works with outside vendor support technicians to resolve issues with firm hardware and software.
3. Assists in the planning and implementation of hardware and software upgrades.
4. Installs or assists with the installation and set-up of new hardware, software, and peripheral equipment.
5. Documents and tracks help desk requests to the final resolution and performs post-resolution follow-up.
6. Applies knowledge of computer software and hardware and/or consults with higher-level IT Specialists to assist users in resolving issues. Escalates help desk requests to higher-level IT Specialists as needed.
7. Communicates effectively by clearly expressing ideas/opinions, using appropriate and effective communication methods, and deals with firm employees, and clients, openly and honestly. Is receptive and attentive to communication/feedback from the IT Team, firm employees, and clients.
8. Demonstrates organizational skills and effective use of time management through the ability to plan daily work, set priorities, and ensure work is completed timely and efficiently.
9. Exhibits dependability by being present and prepared for work as scheduled, appropriately uses leave policies, and schedules lunch and breaks according to department needs.