Help Desk

Summary

Staff designated at Dickinson Wright PLLC (“the Firm”) as Help Desk are responsible for providing technical support services to computer network and software users on a full time basis, unless otherwise arranged with the Firm.

Essential Duties and Responsibilities

Essential duties and responsibilities of staff designated as Help Desk at the Firm include but are not limited to:

• Provide computer and operating system technical support to LAN/WAN/Remote user community;
• Troubleshoot and either repair or arrange for repair of non-working computers and printers;
• Provide after-hours on-call support on a shared, rotating basis;
• Keep accurate and meticulous support documentation including ticketing of support requests;
• High level of follow through.

Qualifications, Skills and Abilities Required

Help Desk must

• Experience in troubleshooting Windows and Windows applications;
• Experience in computer hardware problem diagnosis;
• Skills necessary to communicate and follow the instruction effectively from a diverse group of attorneys and staff and provide information with ordinary courtesy and tact;
• Ability to quickly develop and maintain expertise in many specialized computer applications with a minimum of training and supervision;
• Work may require irregular hours, some travel, and occasionally requires more than 40 hours per week to perform the essential duties of the position;
• Occasional lifting up to 40 pounds may be required;
• Knowledge acquired through completion of Bachelor's degree in computer science or a related field;
• Knowledge of Windows 7/10, Microsoft Office Suites 2010/2013/2016, Apple Mac’s desired;
• Interpersonal skills necessary in order to communicate by phone and provide information with ordinary courtesy and tact;
• Work occasionally requires a high level of mental effort and strain when performing a high volume of tasks and performing other essential duties;
• Proficient in video and audio conferencing