Help Center Analyst

Alston & Bird • Atlanta, GA

3d

About The Position

Alston & Bird is seeking a qualified and dynamic individual for the position of Help Center Analyst who provides excellent customer service, is passionate about helping others and enjoys troubleshooting firm technology! Under direction of supervisor, this individual will act as a single point of contact for all Alston & Bird employees to report Information Technology (I.T.) related questions and problems while providing first level support for customers in a timely, accurate, and courteous manner.

Requirements

• Exceptional customer service and interpersonal skills.
• Excellent verbal and written communication.
• Ability to follow and adhere to all departmental procedures.
• Extensive technical knowledge, troubleshooting and support of Microsoft Windows, Microsoft Office, remote access and all firm technology.
• Must complete skills assessment to be considered.
• Ability to understand procedures and instructions specific to the area of assignment as would be acquired during four years of high school.
• Previous experience of 2-5 years in a related environment.
• Previous Help Desk experience of 2-5 years preferred.

Nice To Haves

• Associates or Bachelor’s degree is not required but preferred.

Responsibilities

• Provide courteous and effective technical support for customers who have questions or problems relating to the Alston & Bird computer and telephone systems.
• Develop and maintain an expert knowledge of all aspects of the Alston & Bird I.S. environment.
• Ensure that all instances received are resolved to the customer’s satisfaction and provide management escalation and customer notification of I.S. problems as needed.
• Accurately and extensively document all instances in the Ticketing System including developing and maintaining content submissions to the document Knowledge Base.
• Adhere to assigned schedule including start/end time, breaks and lunch hour and maintain flexibility in adjusting work schedules as needed to meet business needs and maintain customer service levels.
• Act as the Help Center liaison on the product(s) supported and represent the Help Center and customer in meetings and projects.
• Provide technical support and resolution on-call after hours (on-call includes nights, weekends, and holidays).
• Provide technical support remotely during firm closure, inclement weather or other emergencies.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED