Help Center Analyst (Weekend Shift)

Alston & Bird • Atlanta, GA

11d

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! This is a weekend shift with some support during the weekdays. Under direction of manager, 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 technical support for customers in a timely, accurate, and courteous manner. SCHEDULE: Monday: 9:00am-7:00pm Tuesday: 10:30am-9:00pm Saturday: 8:30am-6:30pm Sunday: 8:30am-6:30pm

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.
• 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 Service Desk experience of 2-5 years preferred.

Nice To Haves

• Associates or Bachelor’s degree is not required but preferred.
• Legal expereince is a plus.

Responsibilities

• Provide courteous and effective technical support for customers who have questions or problems relating to the Alston & Bird computer technology.
• Develop and maintain an expert knowledge of all aspects of the Alston & Bird IT environment.
• Ensure that all incidents reported 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 ITSM System including developing and maintaining content submissions to the 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).

What This Job Offers

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