Service Desk Specialist

Responsibilities

• Provide telephone and email support for all software applications and hardware
• Respond to end-user inquiries within agreed-upon timeframes
• Track customer calls and emails with detailed information in the tracking system
• Research information through internal and external sources to resolve issues
• Assist in developing knowledge base reference materials
• Identify process improvement needs within the team
• Escalate technical issues to appropriate IT personnel

Requirements

• Degree or two years of related experience/training preferred
• Strong technical knowledge of Microsoft Windows, Microsoft Office, and network protocols
• Proficiency in Remote Computing and Citrix
• Working knowledge of iManage document management software
• Exposure to virtual meeting software such as Microsoft Teams and Zoom
• Proven experience in customer service delivery and support design
• Ability to prioritize tasks in a high-pressure environment
• Excellent written, oral, and interpersonal communication skills

About the Company

Barnes & Thornburg is a law firm committed to equal employment opportunity and providing professional excellence across its legal and technology services.