A large law firm in Delaware is seeking a Helpdesk Analyst. This person will be responsible for:
Providing Support: You'll be the first point of contact for all IT/AV technical support and service issues, responding to requests via phone, email, Zoom, or in person.
Maintaining Customer Service: You'll need to maintain a high level of customer service by resolving technology support issues and providing proactive updates to customers.
Handling Tickets: You'll track and maintain proper ticket escalation procedures for basic end-user needs and for tickets that require engineering attention.
Continuous Learning: You'll provide and receive continuous cross-training in new technologies and techniques, and seek ways to improve support procedures.
The successful candidate will have help desk experience, proven customer service skills, excellent communication and organization skills, and the ability to manage multiple priorities and tasks simultaneously. The position is non-exempt with core hours from Monday through Friday, 10:00 am to 6:30 pm, with one hour for lunch. After a 90-day orientation period, there may be the possibility to work remotely one day per week.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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1. 2+ years as a Help Desk Agent, preferably in a law firm
2. MS Windows, Office, Citrix Virtual Desktop, and Document Management expeirence
3. Desktop Hardware and Printer experience
4. Experience supporting internal employees
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.