Gurstel Law Firm P C Hiring for Help Desk Technician Full Time

Gurstel Law Firm (hereinafter “the Firm”) is multi-state litigation law firm representing creditors in all aspects of legal collection process. The Firm is headquartered in Golden Valley, Minnesota with offices in Arizona, California, Iowa, Nebraska, Nevada, Utah, Wisconsin and Wyoming.
JOB TITLE- HELP DESK TECHNICIAN
JOB SUMMARY The Help Desk Technician is a results-driven individual with entry level experience in the Information Technology field. This individual is responsible to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware, clean up computers. Run diagnostic programs to resolve problems. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. This individual is the forward face of our technology organization, and as such much maintain exemplary customer service standards. As a Help Desk Technician, you will provide Tier 1 support to our customers via phone, email and computer chat. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond Tier I span of control.
DUTIES AND RESPONSIBILITIES

• Manage Help Desk tickets in a timely manner
• Respond to customer issues via phone, email and computer chat
• Provide customer assistance
• Document customer interactions
• Run diagnostics to resolve customer ed issues
• Escalate issues to the next tier with next level of difficulty
• Install, make changes and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved
• Coordinate work activities with management
• Provide daily and weekly status updates as required
• Look for opportunities to simplify the designs, operations, and deployment plans; reduce complexity while providing performance, agility, and scalability
• Maintains quality of service by establishing and enforcing organization standards.
• Obtain a general overview of all other departments within the Firm and be able to function/communicate effectively within the departments and provide business analysis.
• Maintain industry leading data security and retention practices
• Communicate all relevant IT events and issues with appropriate staff regularly and efficiently
• Other duties as assigned

QUALIFICATIONS AND SKILLS

• Any Microsoft/Network/A+ Certifications, preferred
• 2+ years of experience working in a help desk environment preferred, but not required.
• Proficiency with Microsoft Products
• Excellent oral communication skills
• Detail oriented in order to keep detailed notes on tickets
• Highly organized to keep Help desk tickets order
• Ability to diagnose and resolve basic computer technical issues
• Sharp assessment skills with the ability to decipher “wants” versus “needs” and comfortable negotiating prioritization accordingly
• Self-organize and experience driving cross-functional efforts with external teams
• See a problem or opportunity, take ownership and act on it independently

ASSETS

• Law Firm experience is a plus
• Legal Claims Platform experience a plus
• Experience with Commercial Legal Software a plus

COMPETENCIES

• Communications and Strong Proficiency in Structure Creation
• Thoroughness on Work Product.
• Business Acumen.
• Excellent Collaboration Skills.
• Strong Moral and Ethical Conduct.

TRAVEL – 0-10% local travel only
COMPENSATION AND BENEFITS

• Medical, Dental, Vision, STD, LTD, Life, 401k and Profit Sharing.
• Paid Time Off (PTO)/ Paid Holidays

We are looking for individuals who share our Core Values: Do Right, Achieve Results, and Maintain Integrity.
EOE

Job Type: Full-time

Pay: $20.00 – $26.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday

COVID-19 considerations:
none

Work Location: One location