Job Title: Helpdesk Analyst

Location: St Louis, MO 63101

Salary/Payrate: $50K-$60K annually and AWESOME benefits!!!

Work Environment: Initial 30 days onsite then rotating 1 week in office / 2 weeks remote

On Call Schedule: Every 8-9 weeks, you will be on call for 1 week from 6am-7:15am, 5:30-10pm (Mon-Fri) and then 6am-10pm (Sat/Sun). ALL hours will be paid at time and a half.

Term: Permanent / Fulltime

Bachelor’s degree required: NO

Referral Fee: AMS will pay $500 should the person you refer gets hired

JOB DESCRIPTION #LI-FL1

Please Note: 

• Requiring experience with both software and hardware
• Law Firm experience REQUIRED
• 95% of support will be done virtually
• Supporting 357 end users
• This is a 40 hour work week
• Client is NOT considering healthcare or call center backgrounds at this time

The Helpdesk Analyst is a key team member in answering helpdesk calls with support on hardware and software issues and the go-to person for employees with their day-to-day IT operations.  

Daily Responsibilities

• Provide Level 1 technical support for both hardware and software issues
• Provide friendly, courteous, and quality systems support to all users.
• Assist with advanced troubleshooting for special projects as assigned by Helpdesk Supervisor.
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e., software, hardware, phones, mobile devices, and client specific applications).
• Assist users with various firm application support systems; Microsoft products including Office 365, iManage, Aderant and Power PDF and others.
• Assist with inventory control and tracking of IT assets throughout the firm.
• Perform employee office moves relating to IT.
• Image new computers and configure them for deployment to members.
• Manage Audio/Visual setups including conference calls and WebEx/Teams/Zoom events.
• Manage IT resources calendar for availability of A/V equipment and Mobile Hot Spots.
• Travel to remote offices as needed.
• Participate in on-call scheduled and provide 24 hour on-call emergency assistance when needed.

Qualifications:

• Strong customer service and communication skills
• Advanced knowledge in Microsoft Office 365 (i.e., Word, Excel, PowerPoint, Access).
• Knowledge of Android and iPhone device setup and troubleshooting.
• Intermediate knowledge of Windows 10 and Operating Systems.
• Knowledge of VPN and VMWare Horizon connectivity principles.
• Working knowledge of Active Directory and user account changes.
• Working Knowledge of Microsoft Teams including Teams voice and video conferencing.
• Technical aptitude with strong PC literacy skills.
• Strong problem-solving skills and decision-making ability.
• Ability to learn and apply technical information in a fast-paced, demanding work environment.
• Flexibility to accommodate helpdesk’s hours of operation, including participating in after hours on-call schedule.

Education:

• Minimum of Associates Degree in computer technology or business-related degree or equivalent experience.
• Preferred: A+ Certification
• Preferred: Certification as Microsoft Office Specialist