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For your reference, we have included the original job posting below.
Help Desk Specialist
Job Number:
43904290
Company Name:
Bryan Cave LLP
Job Location:
Saint Louis, MO US
Job Category:
Information Technology
Help Desk Specialist
Founded in 1873, Bryan Cave's hallmark always has been the vision to find new and innovative ways to deliver the highest quality service to our clients. This allows us to be a leading international law firm, ranked among the largest firms in the world. Our practice is built on more than 130 years of solid performance and dedication to our many clients - a wide array of businesses, financial institutions, not-for-profit organizations, government entities and individual clients.
The Help Desk Specialist I is responsible for providing fast and friendly phone support with an emphasis on resolving the problem on initial contact. This support includes troubleshooting and responding to problems and/or questions on Network, PC, hardware and Firm approved software applications.
Acts as the single point of contact for all computer related problems reported by users firmwide.
Becomes an expert in HEAT, uses it effectively and promotes the use of HEAT at all times.
Maintains documentation on all tasks assigned.
Assists in training new staff members on Help Desk processes and procedures.
Takes basic outage information, when necessary, and transforms it into an understandable outage notification as necessary when Help Desk Team Lead is not available.
Ensures support calls generated through HEAT are updated accurately and timely.
Provides knowledgeable on-site and off-site support to service the Firm's end users.
Develops an understanding of the Firm's opertaing environment and standards, including WAN, LAN, and PC configurations.
Becomes knowledgeable on all Firm approved software applications.
Provides first level support on Firm approved applications and operating systems.
Troubleshoots software and hardware issues, documents and communicates resolutions to appropriate IS personnel and end users, as applicable.
Works with training team as subject matter experts to produce Just-In-Time training modules for both user and support audience.
Assists the team in meeting established targets as defined by Key Performance Indicators.
Escalates problems promptly and as appropriate per escalation matrix guidelines.
Communicates effectively or escalates issues to other groups and management when required.
Performs other duties as requested by the Help Desk Supervisor, Managers and IS Director.
Requirements:
High school diploma or equivalent.
One year experience on a technical Help Desk or equivalent technical school/college experience.
Intermediate knowledge in theWindows Operating System.
Advanced knowledge of MS Office suite applications.
Ability to set and manage expectations as well as set and quickly adjust priorities.
Excellent problem solving and troubleshooting skills.
Willingness and desire to attend training classes to maintain and increase technical skillsets.
Ability to effectively work in a team environment and with minimal supervision.
Must be flexible concerning working hours and willing to work overtime when necessary.
Ability to provide after-hours on-call support on a rotational basis.
Must have exceptional verbal and written communication skills.
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