Help Desk Level 1 Technician

<p style="line-height: normal; margin-bottom: 0px; margin-top: 0px;"><span style="color: rgb(38, 35, 33); font-family: 'Segoe UI', sans-serif; font-size: 12pt; white-space: normal;">Aldridge Pite, LLP is a multi-state law firm that focuses heavily on the utilization of technology to create work flow synergies with its clients and business partners. Aldridge Pite is a full-service provider of legal services to depository and non-depository financial institutions including banks, credit unions, mortgage servicing concerns, institutional investors, private firms, and other commercial clients. Aldridge Pite is dedicated to providing best-in-class representation across all of its Practice Areas through its unwavering subscription to three fundamental tenets: Partnership, Integrity, and Innovation.  </span></p> <!--_dfFormat_=html--><p style="text-align: left; margin: 0in 0in 0.0001pt; font-size: 14pt; font-family: Calibri, sans-serif;"><strong>Purpose</strong></p> <p style="text-align: left; margin: 0in 0in 0.0001pt; font-size: 14pt; font-family: Calibri, sans-serif;"> </p> <p style="margin: 0in 0in 7.5pt; text-align: left; font-size: 14pt; font-family: Calibri, sans-serif;">The Help Desk Technician- Level I is responsible for Level I IT support.  This includes computer setup and low-level troubleshooting, printer setup, phone setup and employee badge creation. </p> <p style="text-align: left; margin: 0in 0in 0.0001pt; font-size: 14pt; font-family: Calibri, sans-serif;"> </p> <p style="text-align: left; margin: 0in 0in 0.0001pt; font-size: 14pt; font-family: Calibri, sans-serif;"><strong>Specific Duties, Activities and Responsibilities</strong></p> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;"><span style="color: black;">Level 1 Tech Support for ALL tickets that come into the Help Desk system</span></li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;"><span style="color: black;">Contact the ticket owner within designated amount of time to communicate status</span></li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;"><span style="color: black;">Assess urgency of each ticket to determine response priority</span></li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;"><span style="color: black;">Take ownership of the IT Help Desk help meet internal SLA </span></li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;"><span style="color: black;">Work with Tier 2 Support on a consistent basis in order to maintain proper protocols</span></li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;"><span style="color: black;">Set up new user computers and help with office moves when necessary</span></li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">Assist with other duties and special projects as needed.</li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">Assist with other duties and special projects as needed.</li> </ul> <p style="text-align: left; margin: 0in 0in 0.0001pt; font-size: 14pt; font-family: Calibri, sans-serif;"><strong> </strong></p> <p style="text-align: left; margin: 0in 0in 0.0001pt; font-size: 14pt; font-family: Calibri, sans-serif;"><strong>Job Requirements</strong></p> <p style="text-align: left; margin: 0in 0in 0.0001pt; font-size: 14pt; font-family: Calibri, sans-serif;"> </p> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">High school diploma; Bachelor’s degree preferred</li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">At least one year of supporting end users in a large environment</li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">Law office experience preferred</li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">MCP or A+ certification</li> </ul> <p style="text-align: left; margin: 0in 0in 0.0001pt; font-size: 14pt; font-family: Calibri, sans-serif;"> </p> <p style="text-align: left; margin: 0in 0in 0.0001pt; font-size: 14pt; font-family: Calibri, sans-serif;"><strong> </strong></p> <p style="text-align: left; margin: 0in 0in 0.0001pt; font-size: 14pt; font-family: Calibri, sans-serif;"><strong> </strong></p> <p style="text-align: left; margin: 0in 0in 0.0001pt; font-size: 14pt; font-family: Calibri, sans-serif;"><strong>General Competency Factors</strong></p> <p style="text-align: left; margin: 0in 0in 0.0001pt; font-size: 14pt; font-family: Calibri, sans-serif;"> </p> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">Must be proficient in software tools, including but not limited to Word, Excel, Outlook, and the Internet.</li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">Must possess strong written and verbal communications skills.</li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">Must provide excellent customer service to internal and external customers</li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">Identifies and solves issues in a timely manner.</li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">Must be a team player and willing to help others in their department whenever necessary.</li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">Must be extremely organized and be able to multi-task.</li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">Conscientious with respect to work completion, deadlines, time management and attendance.</li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">Takes initiative in face of obstacles and identifies what needs to be done and takes action.</li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">Demonstrates commitment to Firm’s vision, mission, and core values.</li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">Analytical and detail oriented, while working at a fast pace and capable of multi-tasking.</li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">Develops professional relationships and builds rapport with others.</li> <li style="text-align: left; margin: 0in 0in 0.0001pt 0px; font-size: 14pt; font-family: Calibri, sans-serif;">Overall good work ethic and willingness to adapt to change.</li> </ul> <!--_dfFormat_=html--><p style="line-height: normal; margin-bottom: 0px; margin-top: 0px;"><em><span style="color: rgb(38, 35, 33); font-family: 'Segoe UI', sans-serif; font-size: 12pt; white-space: normal;">In addition to remote work for most positions, we offer a comprehensive benefit program including: </span></em><span style="color: rgb(38, 35, 33); font-family: 'Segoe UI', sans-serif; font-size: 12pt; white-space: normal;">  </span></p> <ul> <li><span style="color: rgb(38, 35, 33); font-family: 'Segoe UI', sans-serif; font-size: 12pt; white-space: normal;">Company Paid Life and Disability Insurance plans  </span></li> <li><span style="color: rgb(38, 35, 33); font-family: 'Segoe UI', sans-serif; font-size: 12pt; white-space: normal;">Medical, Dental and Vision Plans with Prescription coverage </span></li> <li><span style="color: rgb(38, 35, 33); font-family: 'Segoe UI', sans-serif; font-size: 12pt; white-space: normal;">401K Retirement Savings Plan </span></li> <li><span style="color: rgb(38, 35, 33); font-family: 'Segoe UI', sans-serif; font-size: 12pt; white-space: normal;">Flexible scheduling (within reason, depending on position) </span></li> <li><span style="color: rgb(38, 35, 33); font-family: 'Segoe UI', sans-serif; font-size: 12pt; white-space: normal;">Generous PTO plan for all full-time employees </span></li> <li><span style="color: rgb(38, 35, 33); font-family: 'Segoe UI', sans-serif; font-size: 12pt; white-space: normal;">Full equipment station at no cost for remote employees, including dual monitors </span></li> <li><span style="color: rgb(38, 35, 33); font-family: 'Segoe UI', sans-serif; font-size: 12pt; white-space: normal;">Employee Assistance Plan, offering free 24/7 counseling and consulting services to support emotional health and wellbeing </span></li> <li><span style="color: rgb(38, 35, 33); font-family: 'Segoe UI', sans-serif; font-size: 12pt; white-space: normal;">Wellness programs and employee discounts </span></li> <li><span style="color: rgb(38, 35, 33); font-family: 'Segoe UI', sans-serif; font-size: 12pt; white-space: normal;">Learning and development training opportunities for both personal and professional growth </span></li> <li><span style="color: rgb(38, 35, 33); font-family: 'Segoe UI', sans-serif; font-size: 12pt; white-space: normal;">And so much more! </span></li> </ul> <p style="line-height: normal; margin-top: 0px; margin-bottom: 0px;"><span style="color: rgb(38, 35, 33); font-family: 'Segoe UI', sans-serif; font-size: 12pt; white-space: normal;">Aldridge Pite, LLP is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.  </span></p> <!--_dfFormat_=html-->