201-896-4100 info@sh-law.com

Reporting to the IT Director, this role is responsible for providing end-user technical support, remote and desk-side assistance.

Essential Duties/Responsibilities
  • Interpret, evaluate, and resolve problems reported to the IT support help desk regarding various hardware, software, and corporate systems to ensure seamless operations and minimal downtime.
  • Maintain and document detailed resolutions to incident tickets in the IT Helpdesk system, and methodically document processes to foster knowledge sharing and future reference.
  • Monitor all support ticket queues; open, resolve or reassign tickets appropriately. Escalate advanced inquiries to IT team members in a timely fashion.
  • Onboarding and offboarding for new and terminating employees to include equipment delivery, setup, software installation, and equipment return.
  • Collaborate with IT Director to procure necessary IT equipment for new and existing employees as required, ensuring timely and cost-effective delivery.
  • Perform repairs, replacements and installations of all required hardware and software.
  • Place service calls to outside vendors (Microsoft 365, Momentum, etc.); monitor and track the call until the issue is resolved.
  • Troubleshoot hardware and software issues that impact internal systems.
  • Support expansion initiatives for office relocations and/or new office openings.
  • Assists staff with inquiries as needed.
  • Performs other related duties as assigned by IT Director.
Education and Required Skills
  • Bachelor’s degree in computer science, management information systems, or related field (and/or equivalent work experience).
  • 1-2 years’ experience supporting user requests in IT Helpdesk environment preferred.
  • A desire to acquire new skills quickly and the ability to learn new applications.
  • A quick learner with excellent analytical & problem-solving skills.
  • Ability to meet challenging deadlines and capable of handling multiple priorities.
  • Excellent attention to detail, organization, and documentation skills.
  • Strong customer service skills with a positive attitude.
  • Strong interpersonal skills with the ability to work in a diverse environment.
  • Strong proficiency Microsoft 365, including Teams (IM & Calls), Zoom, SharePoint, OneDrive, and VPN remote connectivity troubleshooting.
Work Hours
    • Temporary Assignment 8 – 10 weeks.
    • In office work at the Little Falls, NJ location.
    • Full-time, non-exempt, Monday to Friday 9:00 a.m. – 5 p.m. (one hour lunch).
    • Overtime (over 40 hours) may be required from time to time.

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