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IT/Technical & Product Development
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LexisNexis
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LAW00098 Requisition #

Law360 is currently seeking a motivated Help Desk Associate to join our growing organization. The Help Desk Associate will provide first level support services to internal employee customers with information technology incidents involving desktop, laptop, telephone, voice mail, global service desk, printer, mobile devices, video conferencing, associated peripherals, and related technologies. Support activities can entail onsite/hands on, and remote services and administration. Provides timely resolution of incidents, or escalation on behalf of customers, to appropriate technical personnel, and updates tickets in the management tool with complete and accurate information in a timely fashion. Provides status updates to management and customers. Supports and maintains effective relationships with customers. Collects and maintains information/provides manager with status report daily on inventory, project, incident, service request status, and ad hoc data as required.

 

Responsibilities include but are not limited to:

-Provide technical end-user desktop computer support as needed. Installing, configuring, and troubleshooting desktop systems, workstations, and network issues

-Resolving end user’s desktop computer issues that may include but not limited to loan/track loaner hardware, printer troubleshooting and configuration, installing software and /or hardware peripherals, perform daily backup procedures, liaised with 3rd party software/hardware vendors for problem resolution and rollout of new software packages, upgrades, and new desktop hardware.

-Assist manager with resource allocation and planning

-Ensure high quality by completing service request within established service levels

-Takes responsibility

-Prepares messages that are accurate and easy to understand

-Monitor incident queue(s) and contact customer to establish full understanding of problem with approval of manager

-Confirm with customer that the issue is resolved

-If customer confirms resolution, update tracking system, and confirm with manager

-Timely status updates for assigned project tasks

-Assist with determining root cause of problem and correct/fix

-Ad hoc projects as needed

 

Requirements:

-A minimum of 1 year related work experience

-Bachelor’s degree in a related field

-Must be professional, able to follow instructions, is a problem solver, technically proficient, troubleshooter, organized, detail oriented, responsible, personable, self-starter, and able to work in a fast-paced environment

-Must have exceptional communication skills: listening, verbal, and written

-Must be able to lift 25-50lbs daily and able to stand for up to 50% of the day

-Ability to quickly develop an understanding of Law360 employee technical needs

-Knowledge of Google, Google Admin Panel, Windows 10, and understands the hardware of a computer

-Able to work 9am to 5:30pm

 

Preferences:

-Some Mac OS X experience

-A+ certification



Law360, a LexisNexis company, is an online newswire for business lawyers that covers major litigation, transactions, and regulatory issues. Founded in 2004 and acquired by LexisNexis in 2012, Law360 is a cutting-edge organization and one of the fastest-growing subscription news services in the U.S. Our subscribers include the largest law firms in the U.S. and around the world, in-house counsel at major corporations, and key decision-makers in the government sector.

Law360 offices are located in NYC, Washington DC, and Los Angeles. We offer a casual and flexible work environment, comprehensive benefits (including; medical, dental, generous paid time off, 401(k), tuition reimbursement, and a pre-tax commuter program), and competitive salary. 

 

Portfolio Media Inc., publishers of the Law360 newswire, is an Equal Opportunity Employer.

RSRLNLP

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