Help Desk

Position: Help Desk Representative

Reports to: Director of Information Technology

Young Clement Rivers, LLP
25 Calhoun Street
Charleston, SC 29401

Beautiful downtown Charleston location near the Aquarium

SUMMARY:

The primary function of this position is to handle Help Desk calls over the phone or in person demonstrating a professional and caring manner. The position is perfect blend of customer service and technical problem solving. This position maintains and troubleshoots a wide variety of issues including computers, laptops, printers and attached peripherals. Creates and maintains technical procedures and tech tips for users. Installs and configures a wide array of hardware and software on personal computers and sets up employee mobile devices for email. Researches new technologies at Director’s request to improve end user productivity. “Johnny-on-the spot” from time to time for emergency technical situations.

ESSENTIAL JOB FUNCTIONS:

“Essential functions” are primarily job duties that incumbents must be able to perform unassisted or with some reasonable accommodation made by the Firm.

• Supports standard applications deployed on Firm computers
• Troubleshoots: desktop printing issues, dictation units and scanning problems
• Publishes and maintains procedures for use throughout the Firm
• Maintains an active and up to date inventory of Firm computer equipment
• Participates with IT team in all major workstation upgrades or maintenance
• Troubleshoots technical errors and problems with software and hardware, IPads and IPhones
• Performs limited editing of audio and video files for viewing
• Accurately document trouble tickets in Help Desk ticketing system
• Performs limited Firewall administration

EDUCATION:

Bachelor’s Degree (4 year) or appropriate technical training and/or equivalent job experience

QUALIFICATIONS/SKILLS:

• 2+ years of direct IT support with significant experience using the Microsoft Office suite of applications. Must be adept with Windows 7 operating system and advanced features of Microsoft Word, Excel and Outlook and common Internet browsers such as: Internet Explorer, Chrome and Firefox
• Must be able to demonstrate a professional and positive attitude at all times when working with internal customers and vendors
• Must be passionate and genuinely interested in helping people
• Must be pleasant and answer phones “with a smile”
• Must have a healthy respect for Firm policies and security standards
• Must be capable of being empathetic towards users
• Must be an energetic, dynamic Team Player
• Must be punctual and dependable
• Must be an excellent communicator and active listener
• Must be able to prioritize, work efficiently and multi-task under stress
• Must be able to maintain composure, keep emotions in check and avoid aggressive or abrasive behavior, even in very difficult situations
• Ability to communicate and work effectively with non-technical managers and staff
• Handle issues in the best interest of both the customer and the Firm
• Experience in the hospitality industry a plus
• Experience with e-Discovery and/or legal Case Management tools a plus

WORK ENVIRONMENT/PHYSICAL REQUIREMENT:

• Sitting for long periods of time
• Limited travel may be required
• Moderate amount of bending, stooping, reaching, lifting and carrying (must be able to lift 50 pounds)
• Extensive use of keyboarding skills
• Some overtime as required by project
• May be required to use a cell phone or other communication means, in the event that services provided by this position are called upon outside of normal working hours

Keywords: Technical Support, Desktop Support, Customer Service, MS Office 2010/2013, Adobe Acrobat editing, Microsoft Office 2010/2013, Vista, Windows 7, Active Directory, Windows 10, Windows Server 2

FIRM INFORMATION: Our firm offers a competitive compensation and benefits package: ************************************************************************************************************ * Paid Parking * Health, Dental and Vision Insurance (Health options available including traditional Health Plan & Health Savings Account) * PTO (Paid Time Off program) * 401(k) & Profit Sharing

Please email resume and cover letter with salary history to:

Young Clement Rivers, LLP

Attn: Phyllis Walterhouse, Director of Human Resources PO Box 993, Charleston, SC 29402

Job Type: Full-time

Job Location:

• Charleston, SC

Required education:

• Bachelor’s

Required experience:

• Help Desk: 2 years