Part-time Help desk Jobs in Elizabeth, NJ

Job Details

Description

Baker, Donelson, Bearman, Caldwell, & Berkowitz PC has an immediate opening for a Help Desk Specialist at any office location within the Firm’s footprint. The Help Desk Specialist diagnoses and resolves technology issues, tracks incidents through resolution, documents solutions for the Knowledge Base, and provides a high level of customer service while handling sensitive and confidential information.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Essential functions are primarily job duties that incumbents must be able to perform unassisted or with some reasonable accommodation made by the employer.

• Provide prompt, courteous, and effective support to end users via telephone, email, and remote access tools.
• Serve as a first point of contact for technical issues; gather information, assess impact / urgency, and troubleshoot to resolution. Research technical issues and document solutions in a timely manner.
• Communicate clearly with users of varying technical skill levels, including attorneys and legal staff.
• Escalate issues to appropriate resources when necessary, maintaining ownership and follow-through.
• Support Windows 11 devices and Firm-standard applications, including Microsoft 365 applications with emphasis on Teams, Outlook, Word, Excel, and PowerPoint.
• Provide support for Copilot-enabled workflows and features within the Firm’s Microsoft 365 environment as applicable.
• Support the Firm’s document management system, NetDocuments, including basic troubleshooting and user assistance.
• Track incidents through resolution using the Firm’s ticketing / incident process; update tickets with clear notes, steps taken, and outcomes.
• Create and maintain written solutions and how-to documentation for the Knowledge Base to promote consistency and efficiency.
• Maintain a basic knowledge and skill in the use of all software and hardware that is considered Firm standard.
• Handle sensitive and / or confidential documents and information with discretion and in accordance with Firm policies.
• Maintain professional demeanor and strong customer service standards consistent with the Firm’s service culture.
• Other duties as assigned.

JOB REQUIREMENTS (Knowledge, Skills, and Abilities) :

PREFERRED QUALIFICATIONS :

Must provide minimum authorization to work in the United States. Resumes accepted only for job posted.

Thank you for submitting your resume. After our hiring committee has had a chance to review all candidates for this position, we will reach out to only those that will be moving on to the next step in our recruiting process. We appreciate your interest in the position and will contact you if further action is necessary.