Senior IT Service Desk Specialist - Randstad USA

job summary:

How Will You Make a Difference?

• Answer IT Service Desk calls and emails, providing solutions and/or escalating requests and problems to designated second level responders.
  
  
• Act as a point of escalation and support for other members of the Service Desk for advanced technical issues and requests.
  
  
• Complete tickets for IT Service Desk inquiries and follow-ups to ensure tickets are updated and acknowledged to the point of verifying completion and closing them out.
  
  
• Monitor and process the EIE work queue and address ad-hoc requests related to the changes in user/email account and group memberships with defined service-level agreements.
  
  
• Manage user configuration within Prolaw, Aderant, Active Directory/Entra ID, Exchange/Exchange Online, and other firm systems.
  
  
• Perform separated user archiving in accordance with firm policies and procedures.
  
  
• Work closely with the department management to develop departmental operating procedures.
  
  
• Develop new documentation or improvements to existing documentation contributions to the technical knowledgebase within the ITSM system.

What Will You Bring to the Table?

• Bachelor's degree in IT, business, or a closely related field, technical training, or equivalent professional experience. High school diploma or equivalent is required.
  
  
• 3+ experience in an IT related support role in service desk and/or desktop support preferably in a law firm or in the professional services industry.
  
  
• Ability to diagnose computer hardware and software problems quickly and accurately over the phone, as well as utilizing remote support tools like ConnectWise and LAPS.
  
  
• Ability to use, teach and troubleshoot Windows 10/11, Microsoft SharePoint/SharePoint Online, Microsoft Office, Teams, Intune, Prolaw, Adobe's suite of products, as well as other products like Citrix, Mimecast, and GlobalProtect VPN.
  
  
• Ability to manage users and objects in Active Directory/Entra ID, Exchange/Exchange Online, Microsoft 365 Admin Center, Intune, Microsoft Teams Admin Center, SharePoint Online, Skype for Business Server Admin Center, and the firm's MDM software.
  
  
• Effective and friendly communication skills and the ability to work with all levels of customers, leadership, and staff to carefully listen to issues and provide effective responses and solutions. Ability to communicate technical information to non-technical personnel is essential.
  
  
• strong in person team collaboration skills while also effectively utilizing various tools like Outlook, Microsoft Teams, Skype and Zoom.
  
  
• Extremely well organized and consistent on follow-through for incidents, requests and tasks assigned.
  
  
• Ability to organize and prioritize numerous tasks and compete them under time constraints.
  
  
• Ability to change and adapt to current and future responsibilities and circumstances
  
  
• This is a hybrid role that requires 2 days a week (Tuesdays and Wednesdays) in the Minneapolis office.

 
location: Minneapolis, Minnesota
job type: Permanent
salary: $65,000 - 75,000 per year
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:

How Will You Make a Difference?

• Answer IT Service Desk calls and emails, providing solutions and/or escalating requests and problems to designated second level responders.
  
  
• Act as a point of escalation and support for other members of the Service Desk for advanced technical issues and requests.
  
  
• Complete tickets for IT Service Desk inquiries and follow-ups to ensure tickets are updated and acknowledged to the point of verifying completion and closing them out.
  
  
• Monitor and process the EIE work queue and address ad-hoc requests related to the changes in user/email account and group memberships with defined service-level agreements.
  
  
• Manage user configuration within Prolaw, Aderant, Active Directory/Entra ID, Exchange/Exchange Online, and other firm systems.
  
  
• Perform separated user archiving in accordance with firm policies and procedures.
  
  
• Work closely with the department management to develop departmental operating procedures.