Help Desk Support, Sr. jobs in Dearborn, MI

Honigman is a premier business law firm, based in Michigan with an international practice. Recognized in Michigan as one of the Best and Brightest Places to Work, we earned this recognition by recruiting attorneys and staff members with outstanding credentials. Currently, we are seeking an experienced Helpdesk Support Specialist in our Detroit office to perform a variety of support activities for attorneys and legal professionals. In addition to Detroit, we have offices in Chicago, Ann Arbor, Lansing, Kalamazoo, Bloomfield Hills, Grand Rapids, Michigan and Washington, D.C. With more than 300 attorneys working in 60 different areas of concentration, Honigman provides timely and cost-effective counsel to clients in numerous industries.

Honigman is currently seeking a HelpDesk Support Specialist in our Detroit office. In this position, you will answer incoming requests, investigate and resolve user software, hardware and system issues, log calls and prioritize follow-up to closure, and maintain the help desk database with relevant information. You will be working in a team environment, with a strong emphasis on prompt response and resolution problems and to provide exceptional client service. Effective customer service and communication skills are essential to being successful in this role.

Responsibilities

• Answers, evaluates and prioritizes incoming telephone, voice mail, email and in-person requests for assistance from users experiencing problems with hardware, software, networking and other related computer technologies.
• Interviews/questions users to collect information about problems and leads the user through troubleshooting procedures to determine the source of error(s).
• Determines whether the problem is caused by hardware or software.
• Provides basic level troubleshooting to resolve problems with hardware, software, printers, peripherals, phones, etc.
• Follows standard help desk operating procedures, accurately logs all calls in the firm’s service desk software, and documents troubleshooting steps taken and solutions to problems.
• Works with and assists second-level support in resolving technology related issues.
• Handles problem resolution, research, isolation, resolution and follow-up for routing user problems, referring more complex problems to a supervisor or technical staff.
• Assists analysts with software and hardware testing.
• Handles other duties as assigned by the User Support Services Manager or other IS Managers.

Qualifications

• High School diploma or general education degree (GED). Technical certifications a plus. Minimum of three years of related work experience in an office environment with a wide variety of software.
• Ability to manage time well and meet multiple deadlines in a busy environment.
• Ability and desire to learn independently and within a team environment.
• Demonstrated skills to prioritize tasks and work assignments effectively.
• Process oriented and self-disciplined.

Strong teamwork and interpersonal skills required Honigman is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, disability or any other category prohibited by applicable local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, and termination.

Job Type: Full-time

Pay: From $50,000.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Relocate:

• Detroit, MI 48226: Relocate before starting work (Required)

Work Location: In person