Responsibilities

• Adhere to incident management, problem management, change management, and knowledge management best practices
• Log all calls or email requestsinto the current IT Service Management System and provide updates
• Ability to quickly diagnose, organize, and prioritize competing deadlines and properly set service expectations with clients
• Utilize advanced features in MS Office Suite and Adobe applications to resolve complex document issues
• Analyze, troubleshoot and resolve problems with a goal of 85% First Call Resolution
• Utilize and troubleshoot web-based applications

Qualifications

• REQUIRED: Advanced level skills in the following:

• Word (e.g., advance editing including identifying corruption, redlining/blacklining, creating tables, formatting styles)

• Outlook (e.g., managing delegate access to multiple inboxes and calendars)

• Adobe (e.g., editing PDFs including converting, redacting, creating binders)

• 3+ years Microsoft product support experience and proficiency with the latest Windows and Microsoft Office Suite versions

• Certification in Microsoft Office Suite preferred

• Support experience with Service Now, , Mobile Device Management, Citrix, VPN and Remote Desktop Services on all platforms and any other legal applications is preferred

• Advanced knowledge and support of various mobile email devices (iOS, Android, etc.)

• Outstanding professional communication skills, a customer comes first attitude, professional phone demeanor and ability to deal with multiple tasks in a rapid, constantly evolving environment along with a strong customer attitude, have a strong belief that the customer always comes first

• Excellent grammar, spelling, and punctuation skills

• Working knowledge of network and PC, and laser printer hardware components configuration and diagnostic utilities

• Must be available for on-call coverage for a 24/7 rotating schedule

• Flexibility to work additional shifts and/or overtime

• Strong ability to follow processes, procedures and security measures

Have more questions? Connect with a recruiter directly. PDN-a09c81fd-ffc9-4e87-804b-e7e6b5e5e37b