Help Desk Technician - REMOTE

Washington, Washington DC (United States) Help Desk Technician - Fully REMOTE - for IT department of a prominent global law firm. A minimum of one full year or more of relevant experience in a large law firm is required. This role is part of the IT Help Desk professionals delivering gold standard technology experience. The Help Desk Technician provides end user technical assistance and support related to computer systems, hardware, software, and remote access, leading the responsive handling/triage of issues coordinating with cross functional IT staff. Available shifts: Wednesday - Sunday 3:30 pm - 12 am Saturday - Monday 11:30pm - 1pm Saturday - Wednesday 7am - 3:30pm Duties: Technical assistance/support for inquiries related to firm computer systems, hardware, software, and remote access. Respond to support requests over the phone or via email in a professional manner. Thoroughly document support requests using Help Desk ticketing system. Facilitate issue handling/escalation with cross-functional support staff. Monitor help desk issues working with Help Desk/End User Support management to evaluate potential issues as part of the ITIL/ITSM discipline. Follow up with customers, provide feedback, and see issues through to resolution. Write tips, frequently asked questions, and knowledge articles for the knowledge base. Remain up to date on Firm technology and systems, policies and procedures through self-guided learning and review of training materials. Conduct independent research on systems to solve intricate or complex technical problems. Position Requirements: College degree is strongly preferred. Appropriate technical certification(s) preferred. A minimum of one full year or more of relevant experience in a large law firm is required. Knowledgeable of applications/technologies common to a law firm. Knowledge of best practices for designing/implementing a global, tiered IT support desk model. Working knowledge of ITIL process design for IT Service Management. Knowledge of leading service desk performance indicators/service level standards. Knowledge of leading service desk technology solutions for IT and non-IT users (e.g., ServiceNow). Excellent attention to detail/organizational skills. Strong service orientation. Highly motivated and analytical. Excellent attention to detail and debugging skills. Ability to work independently as well as part of a team. Flexibility to work before and after business hours OT. The salary range is $50k - 80k+ depending on location and experience.