Help Desk Analyst

Location

Jackson, MS | United States

Job description

Maron Marvel’s devoted attorneys and staff work in synchrony to climb higher, smarter, and faster to elevate national litigation risk management. Our lawyers are focused on winning by being fearless, loyal, efficient, and steadfast. We are equally committed to making the world and legal profession better through dedicated DEI, community service, and attorney development work.

From the start, Maron Marvel attorneys had a passion for superior work product, a distinctive culture rooted in mass tort litigation, and an obsession with exceptional client service. Today, with over 100 attorneys in 13 offices in 11 states, Maron Marvel is best-in-show in national litigation risk management and mass tort defense. The firm serves as national, regional, and trial counsel to Fortune 500 companies with multiple operations located in the most dangerous plaintiff jurisdictions in the country. Maron Marvel’s clients come from the energy, construction, manufacturing, technology, transportation, insurance, and liability-related industries. In addition to mass toxic torts, the firm also offers legal services concerning commercial disputes and liability-related defense.

Maron Marvel has an immediate opening for a Help Desk Analyst.  Under general supervision is responsible for providing the single point of customer contact, support or resolution of basic inquiries, requests, and problems arising from software/hardware of all supported systems.

Job Duties and Responsibilities

• Addresses all customer contacts (e.g. phone, email, self-serve, voicemail and on-line access) promptly and efficiently within a specific timeframe in order to provide a defined level of service and availability to the customer. Provides initial support or escalates calls to appropriate system support teams.
• Assists majority of customers in resolving their issue during first contact, may request assistance from Senior IT Service Desk Support. Resolves problems for various computer applications, resets passwords, activates print queues, resets printers/terminals and provides user education on all supported systems and telecommunications.
• Demonstrates an ability to understand the customer’s needs through developed listening and trouble shooting skills. Conveys information in a positive, effective and clear manner in individual and group conversations.
• Utilizes available resources as obtained through training to assist in troubleshooting issues in a call center environment. Documents issues in the call tracking system utilizing clear and concise problem descriptions.
• Occasional travel to satellite offices and flexibility to provide support outside of business hours (as needed).
• Understands and follows policies, procedures and processes in a team environment.
• May be responsible for and familiar with provisioning and user account maintenance. Interfaces with users and appropriate personnel providing log-in ID, access, connectivity and emergency removal to applications and systems.

Qualifications

• Associate’s degree in Computer Science or Information Systems or vocational training and certification in computers or an equivalent combination of education and experience is preferred.
• Minimum of one (1) year customer service experience or demonstrated ability is required.
• At least two (2) years of experience providing basic support and understanding of IS systems, PC and/or Microsoft applications, mainframe, midrange, WAN, telecommunication and various clinical applications is preferred. An understanding of the interactions between system components is also desired.
• Must be proficient in the use of computers in order to provide initial system telephone support service. Experience in utilizing a call-tracking tool is desired.
• Basic knowledge of the call center environment and the importance of time management skills desired.

Job tags

Salary