Help Desk Analyst

Position Description:

The firm is seeking a Help Desk Technician to complete its four‑person Helpdesk team. This role is based in the Hackensack, New Jersey office and provides technical assistance across hardware, software, and mobile devices; supports video conferences; maintains equipment inventory; and documents support activity in the firm’s ticketing system.

Key Responsibilities

• Provide technical assistance for hardware, software, and mobile devices.
• Support video conferences using Microsoft Teams and Zoom.
• Maintain equipment inventory.
• Document support activity thoroughly in the firm’s ticketing system.
• Adhere to established procedures and maintain strong documentation discipline.
• Work effectively both independently and as part of a team.
• Travel periodically to other firm offices every few months.
• Participate in additional trips for office buildouts and expansions as needed.
• Provide occasional shift coverage or extended hours to support planned and unplanned PTO.

Required Experience & Skills

• Significant experience with Microsoft Windows 11.
• Significant experience with Microsoft 365, especially Outlook and Word.
• Experience with iManage (strongly preferred).
• Excellent written and verbal communication skills.
• Strong interpersonal ability.
• Ability to learn new tasks quickly.
• High level of customer service, responsiveness, attention to detail, and ownership of work.
• Ability to follow established procedures consistently.
• Ability to work independently and in a team environment.
• Law firm or professional services background (preferred).
• Associate’s or bachelor’s degree in information systems or a related field, or equivalent work experience (preferred).