IT Help Desk Support

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IT Help Desk Support Job Details:

Snell & Wilmer is seeking a Solution Center Analyst/IT Help Desk Support to join our Phoenix office. This role requires the ability to develop effective working relationships with colleagues within and beyond IT Services to ensure a consistent, high-quality service.  It is a fast-paced and dynamic position that demands strong communication and customer service skills, along with a broad range of IT knowledge.  You will report directly to the Director of Learning & User Support and collaborate with IT management, software development, procurement teams, and user groups.

The Solution Center operates Monday through Friday from 7:00 AM to 6:30 PM. This position will work an 8-hour shift within these hours, with occasional overtime, on-call duties, and weekend hours as needed. Once trained, our Solution Center follow a hybrid work model, requiring 3–6 days of in-office work per month, with the remainder remote.

Responsibilities include, but are not limited to the following:

• Assist users with a variety of requests
• Troubleshoot and resolve issues by educating Legal Assistants/Paralegals/Attorneys/Staff (via email, live call using our ticketing system)
• Assist users with complex documents
• Quickly identify, diagnose, troubleshoot, and resolve hardware, software, and other technical issues
• Assist in managing/testing IT hardware, software, and server data

Experience and Qualifications:

• 2 to 4 years of experience in IT support, help desk, or a similar technical support role
• Strong Microsoft Office 2016/O365 skills required
• Law firm software preferred, but not required
• Excellent verbal and written communication skills
• The ability to investigate and troubleshoot issues
• Experience and proven ability to work effectively within a team and collaborating with others to achieve goals
• Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
• Self-motivated with the ability to work independently and prioritize tasks efficiently
• Sound knowledge and experience of supporting a range of IT applications, platforms, and technologies
• Ability to communicate processes and procedures verbally, clearly, and accurately as well as in writing
• Develop professional and effective working relationships with customers and key stakeholders
• Deliver a high level of customer service

Snell & Wilmer offers a competitive performance-based compensation and a generous benefits package starting on your first day. The benefits package includes medical, dental, vision, disability, life insurance, 401K/profit sharing,  paid holidays, tuition reimbursement and paid time off including vacation time, personal time, and sick time where appropriate.  Snell & Wilmer values the principles of Diversity, Equity, and Inclusion. Be Seen, Be Heard, Be Valued, Belong. 

Snell & Wilmer is an Equal Employment Opportunity employer.