The law offices of Marshall Dennehey, a leading defense firm, is seeking a User Support Specialist for its Philadelphia, PA office.
Position Summary :
The User Support Specialist is responsible for answering phones calls, monitoring Support Center email and retrieving Support Center voicemails and entering tickets into the ticket system based on user's request and remoting to user's computer using remote desktop tools to resolve issues.
RESPONSIBILITIES :
- Support Microsoft Windows Operating Systems, end-user client applications such as Microsoft Office and third party applications
- Provide on-site floor support in various offices and after hours support coverage on rotation as needed
- Research issues when no known solution exists
- Participate in IT on-boarding for new hires to familiarize them with IT policies, procedures and processes
- Remotely support end-users
- Understand standard support desk procedures, usage of the help desk to self-assign incidents and work towards successful resolution of end user issues
- Perform other related duties as assigned
- Hybrid in office attendance
REQUIRED SKILLS :
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Excellent organizational skills and attention to detail
- Excellent time management skills with a proven ability to meet deadlines
- Strong analytical and problem-solving skills
- Ability to prioritize tasks Ability to function well in a high-paced and at times stressful environment
- Ability to work independently
- Excellent workstation and network troubleshooting skills
- Basic understanding of Active Directory and SCCM
- A genuine passion for learning
- Proficient with Microsoft Office Suite 2016 and Windows 10
- A willingness to travel on occasion
EDUCATION AND EXPERIENCE :
- Associate's degree in Computer Sciences or related field
- Minimum 2 years experience in an IT support role
- Experience with document management systems and law firm experience preferred
- Certifications preferred
Marshall Dennehey is not accepting unsolicited resumes from search firms for this position.
Firm offers a sound future, competitive salary, and an excellent benefits package.
Qualified candidates should submit cover letter, resume and salary requirement for consideration.
We are an Equal Opportunity Employer AA / M / F / D / V.
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