JOB TITLE:  Help Desk Specialist

DEPARTMENT:  Information Services

OFFICE: Philadelphia

OVERVIEW: Duane Morris LLP, a global law firm with 900 + attorneys in offices across the U.S. and around the world, offers innovative solutions to the legal and business challenges presented by today’s evolving global markets. 

SUMMARY:  Resolves computer related issues and troubleshooting software, hardware and connectivity problems. The hours for this position are 10:00 am – 6:00 pm

ESSENTIAL FUNCTIONS:

• Receives and responds to Help Desk inquiries via phone and e-mail. Answers/resolves questions/problems or refers users to the correct staff member for resolution. Returns all Help Desk inquiries in a timely manner.
• Answers, evaluates, and prioritizes service requests received via telephone, voicemail, e-mail, and in person for users’ computer performance.
• Performs diagnostics with user to collect information about problems to determine source of error. Isolates performance issues to determine cause of hardware malfunctions, such as hard drive, modem, printer, cables, or telephone. Troubleshoots PC software problems and identifies, categorizes, and resolves application problems.
• Logs all work orders/tickets into the database. Tracks inquiries using problem management database and maintains histories/records and related problem documentation. Closes all tickets when issue/problem is resolved. Records resolution information in Help Desk knowledge management database. Maintains accuracy of Help Desk database.
• Contacts software and hardware related staff to research problems and determines recommended solutions.
• Evaluates software and hardware to determine whether product will be an effective tool for employees and writes software and hardware evaluations and recommendations for management review.
• Brainstorms with team members to resolve more complex problems and escalates difficult issues to management for more technical assistance.
• Performs initial program load and user-specific setup for standard desktop applications.
• Assists with performing daily checks to verify system availability.
• Participates in creation and maintenance of IT standards and procedures.
• Analyzes and corrects problems using documented procedures, available tools, knowledge and skills.
• Assists with server management by responding to server issues that may require application or database shutdown/startup, server reboot, or restarting of server services.
• Provides password administration for server domains for users.
• Assists with resolving remote access issues, printing issues, and network connectivity issues.
• Analyzes and evaluates ticket/incident reports and makes recommendations to reduce incident rate.

ADDITIONAL FUNCTIONS:

• May assist with preliminary network problem analyses and testing of new applications or new versions of applications.
• Performs other related duties as requested.

QUALIFICATIONS (EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES):

• Minimum two years of in-depth related computer experience required. Bachelors’ degree in computer science or an equivalent number of years’ experience/education preferred.
• High level of proficiency with Windows, current MS Office applications, legal industry specific software and technical writing. In-depth knowledge of current MS Office applications required. Related hardware computer knowledge required and familiarity with LAN/computer networks.
• Excellent instructional, interpersonal, oral and written communication skills. Team orientation required; ability to work effectively with related staff members.
• Excellent analytical skills; ability to work effectively and in a timely manner.
• Must have a strong sense of responsibility and cooperative attitude. Ability to handle confidential information in a professional manner.
• Ability to rapidly analyze issues, establish priorities, anticipate consequences make decisions and initiate action.
• Interpersonal skills necessary in order to maintain effective relationships with partners, other attorneys and staff in person, by e-mail and telephone to provide information with ordinary courtesy and tact.
• Ability to demonstrate extensive knowledge of information processing with diverse, changing applications.
• Work occasionally requires more than 35 to 40 hours per week to perform the essential duties of the position; may require irregular hours.

BENEFITS:

• Comprehensive healthcare, dental, vision, and prescription plans.
• Commuter, HSA and FSA spending accounts
• Short-term and long-term disability and life insurance coverage
• 401k and Pension Plan
• 22 PTO days, 11 paid holidays
• Employee Referral Bonus ($3,000.00)

ACCOMMODATION STATEMENT:   If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please contact Nate Maxwell at 215-979-1000.

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Disclaimer: The above is intended to describe the general content of and requirements for the performance of this job.  It is not a contract or employment agreement and is not to be construed as an exhaustive statement of all functions, responsibilities or requirements.  In addition, Duane Morris reserves the right to amend, suspend or terminate any benefit plan, in whole or in part, at any time. The authority to make such changes rests with the Plan Administrator