HELP DESK POSITION!

R & W Group has another great opportunity! The Washington, DC office of one of our favorite law firm clients is seeking a Help Desk Analyst with at least 2-5 years of laptop and desktop design and software installation experience. Position responsibilities include, but are not limited to, the following:

Set up meeting AV equipment, connect teleconference and video conference equipment.
Provide technical assistance for both on-site needs and offsite/remote trials via telephone or in-person.
Work with software and hardware vendors’ technical support staff to resolve complex problems.
Coordinate with IS Managers/Supervisors and other IS staff to change or upgrade network services including desktops, server and portable computing devices.
Troubleshoot and resolve all issues with printers and scanners, mobile devices, workstations and workstation based applications.
Assist with installation and configuration of computer, network, PDA and telephone equipment in accordance with firm defined installation templates or guidelines.
Develop plans to resolve technical problems or issues, escalating issues to appropriate IS staff member if problem is not within the scope of own skill set; provide documentation of findings and resolutions.
Handle IS equipment setup for hew hires and office moves
Maintain hardware inventory and documentation of existing applications and procedures.
Assure that all tickets requiring follow up work and/or calls receive appropriate attention.
Assist the IS Team in the execution of established processes and meeting projects timeline.
Assist in developing and documenting improvements to current processes.

Qualifications

Possess basic knowledge of computer applications/systems to troubleshoot issues
Demonstrate a strong understanding in the use of Microsoft products including Windows 7 and Office Suite
Have the ability to effectively listen to customers and respond to their requests.
Possess strong verbal and written communication skills and high level of patience when dealing with non-technical users
Law firm experience and Bachelor’s degree preferred
The availability to work overtime as needed is required.