Help Desk Specialist

Job description

Help Desk Specialist
San Diego, CA
$65,000 – $75,000

Under the direct guidance of the Help Desk Manager, the Help Desk Specialist delivers thorough desktop support to employees within the Firm. This individual is tasked with the troubleshooting, diagnosis, and resolution of intricate hardware and software problems. To excel in this role, the specialist must perform all essential responsibilities with a high degree of professionalism and skill. This position is non-exempt, making the individual eligible for overtime pay.

Help Desk Specialist Responsibilities

• Respond to incident reports received through phone, email, or web, and document all issues in the service desk platform.
• Categorize incidents by determining impacted users, systems, hardware, and services.
• Prioritize issues to ensure timely escalation and resolution.
• Escalate and track incidents through to resolution.
• Maintain ongoing communication with all stakeholders involved.
• Create brief weekly performance summaries.
• Engage in special projects as assigned.
• Deliver prompt and efficient technical assistance according to established Service Level Agreements (SLAs), ensuring swift responses to all inquiries.
• Set up video conferencing and presentations.
• Monitor and manage IT asset inventory.
• Ensure reliable attendance and punctuality.
• Should be available for on-call support during weekends or late nights when necessary.
• Willingness to travel to other office locations may be required.

Help Desk Specialist Requirements

• Bachelor’s degree or a minimum of 2 years of relevant experience.
• Relevant professional certification is advantageous (e.g., CompTIA or Microsoft Certified Professional).
• Strong expertise in Microsoft Windows operating systems, Office 365, basic knowledge of Entra ID, and telecommuting/teleconferencing applications. Familiarity with legal industry software is beneficial.
• Good understanding of computer architecture, with the ability to troubleshoot common peripherals and basic networking.
• Previous experience in a law firm help desk or IT customer service environment is a plus.
• Capacity for effective learning and retention of information.
• Ability to work independently and creatively problem-solve.
• Excellent verbal and written communication skills.
• Strong organizational abilities, keeping timelines and maintaining good records.