Wyrick Robbins is seeking a highly motivated Help Desk Analyst, accountable for providing excellent service to internal users and ensuring continuity of computer services across the organization. The successful candidate will deliver first and second level phone, deskside, and remote user support to troubleshoot and resolve hardware, software, and authentication issues. Responsibilities include ensuring that hardware, operating systems, software systems, and related procedures adhere to the firm’s standards. Working closely with IT team members, you’ll help resolve technical issues and maintain a functional, secure, and up-to-date computing environment. There are also opportunities to cross-train and collaborate with engineers on a variety of technical projects, expanding your skillset and impact within the firm. This is an onsite role based in Raleigh, NC.
What You'll Be Doing:
- Provide first and second level phone and deskside support for end users.
- Support remote and hybrid users with connectivity, Teams meeting assistance, remote printing/scanning, and basic home network troubleshooting.
- Support Microsoft Teams (chat and meetings) and general phone/VoIP technologies used by the firm.
- Document calls in the Help Desk ticketing system and escalates to internal IT personnel when appropriate.
- Participate in Help Desk operations to provide prompt and thorough support to firm users and maintain accurate and timely updates to Help Desk cases.
- Work with users to identify and resolve issues related to the desktop and laptop computing environment.
- Perform hardware maintenance on desktops, laptops, and other equipment including diagnosis, recommendation, repair, upgrade, and replacement as necessary.
- Assist with asset inventory and perform relocation of IT equipment (PCs, monitors, phones, etc.).
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
- Support authentication-related issues including password resets, account lockouts, MFA troubleshooting, and Microsoft Entra ID access issues.
- Handle and escalate security-related events such as suspected phishing, unusual account behavior, or compromised credentials.
- Support the firm’s endpoint protection platform (Microsoft Defender).
- Work with IT staff to identify trends and resolve recurring issues related to end users.
- Keep current on technology trends and IT developments; recommend upgrades in hardware/software systems as appropriate.
What You Bring:
- At least one year of experience in providing end user support and troubleshooting applications in a networked environment.
- Ability to clearly and succinctly explain technical items to non-technical personnel with ease to users in both written and oral formats.
- Must have strong customer service skills and deal diplomatically with a wide variety of personalities and interact professionally with attorneys, staff, and vendors.
- Must be self-motivated and work independently with minimal supervision.
- Ability to apply common sense to carry out instructions and understand when to escalate issues based on impact.
- Must be a good problem solver and analytical thinker.
- Ability to coordinate and communicate effectively as a member of the IT team.
- Be able to professionally and constructively handle challenges that may arise from time to time with the work, work processes, dealings with other personnel, and supervision provided.
- Ability to work occasionally flexible hours including occasional after hours or weekend work.
- Prior experience working in a law firm or professional services industry a plus.
Technical Expertise:
- Experience supporting desktops, laptops, and related peripherals.
- Experience supporting Windows 10 and Windows 11 operating systems.
- Experience supporting Microsoft 365 applications and services including Outlook, Teams (non-calling), OneDrive, and SharePoint.
- Experience supporting Microsoft Entra ID (formerly Azure Active Directory), including MFA, password resets, and authentication troubleshooting.
- Experience supporting general phone/VoIP systems.
- Experience installing software, patches, and updates on desktops and laptops.
- Experience with iManage Document Management System a plus.
- Experience with legal-specific applications or document tools is a plus but not required.
Why You'll Love It Here:
- Whole-Person Wellbeing: We prioritize your health and wellness with our robust Wellbeing Program and Healthy Lifestyles Reimbursement Program.
- Vibrant Social Scene: Join a workplace that values connection! Our active Social Committee organizes frequent engaging events and activities, fostering a strong sense of community and camaraderie.
- Comprehensive Benefits Coverage: Enjoy peace of mind with firm-paid Medical, Dental, Life, and Long-Term Disability insurance for employees.
- Flexible Benefits Options: Tailor your benefits with voluntary options like Supplemental Life Insurance, Short-Term Disability, Vision insurance, Pet insurance and Identity Theft insurance.
- Supportive Team: Be part of a collaborative and team-oriented environment.
- Professional Growth Opportunities: Gain valuable experience and expand your skills in a fast-paced law firm setting.
