October 24, 2007

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Help Desk Analyst

Location: Washington, DC
Date Posted: 11-27-2018

Provides expert and creative solutions to customer problems to ensure customer satisfaction and productivity. Support includes, but not limited to, troubleshooting applications, as well as troubleshooting and replacing damaged equipment.

  • Provides expert and creative solutions to customer problems to ensure customer satisfaction and productivity. Support includes, but is not limited to, troubleshooting applications, providing instruction and answering “how-to” questions, and providing deskside support as needed.
  • Active Directory Administration - Supports and maintains user account information including rights, creation of security, and system groups.
  • Researches, resolves, and responds to complex questions received via telephone, e-mail, and walk-ins in a professional, courteous, and urgent manner; escalates problems to second and/or third level support as needed.
  • Actively participates in the development and maintenance of the ServiceNow Knowledgebase.
  • Keeps abreast of application updates, and methods of support delivery, in order to provide technically accurate solutions to customers.
  • Participates in team projects that enhance the quality and efficiency of Help Desk service.
  • Documents all requests, calls, emails, and in-person requests to the Help Desk in the ServiceNow.


Education:  Bachelor's Degree

Experience:  A minimum of two years' experience as a Help Desk Analyst in a legal environment. 

Skills and Abilities:  
  • Effective interpersonal skills.
  • Effective, clear, and concise verbal and written communication skills.
  • Excellent grasp of the English language.
  • Professionalism; integrity; strong customer service orientation; strong problem analysis and resolution skills; strong planning and organizational skills; ability to juggle multiple tasks and work effectively within a high volume, deadline sensitive work environment.
  • Even tempered, confident, resilient, and perceptive.
  • Keen listening skills.
  • Ability to work independently and as a part of a team. Ability to organize and manage multiple priorities.
  • Exercises sound judgment and effective decision-making skills.
  • Flexibility, integrity, agility. Must be resourceful, detail oriented, organized, and proactive to the needs of the job.

Job Specific Skills:
  • Proven presentation and facilitation skills.
  • Comfortable communicating with attorneys and all levels of staff.
  • Ability to speak effectively in interpersonal situations and before groups of attorneys and employees.
  • Ability to convey concepts and present technical material in various easy to understand ways.
  • Ability to adapt training style to the needs of the audience.
  • Adaptable to learning and teaching new software programs within a short amount of time.
  • Strong technical documentation skills.

Technological Skills: Proficiency with Outlook, Word, Excel, Power Point, iManage, Workshare, Blackberry Work, Citrix, DUO, and Remote Access troubleshooting. Basic knowledge of local area and wide area networks.

Please note that this is a 12:00 p.m. - 8:00 p.m. shift.

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