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IT Help Desk Support / IT Service Desk Lead

Filevine is a fast-growing software startup that is currently looking to hire a Help Desk Support Representative. The individual that is chosen to join our team here will be a part of an exciting environment with plenty of opportunities for growth within the company.

Responsibilities:

  • Serve as the first contact with users who need technical assistance
  • Provide technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
  • Troubleshoot, diagnose, and resolve technical hardware and/or software issues, using different diagnostic techniques
  • Provide quick resolution and excellent customer service
  • Keep detailed documentation of problems and their resolution
  • Develop and maintain Knowledge Base documentation for IT and general user audiences
  • Provide feedback on processes and make recommendations on areas to improve
  • Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
  • Assist IT Department in developing and executing business application testing, installs, rollouts and upgrades
  • Work with the IT staff on configurations, system level problem resolution and monitoring of applications
  • Train users on use of new business systems or changes to operational level processes and procedures
  • Understand the business and be able to articulate their needs into technical specifications and solutions
  • Prepare and maintain documentation of application systems, configuration, and procedures.
  • Work with 3rd party vendors to procure new equipment and prepare equipment for deployment
  • Provide “on-call” support, especially in response to emergency situations as needed for the purpose of resolving immediate issues

Qualifications and requirements:

  • Previous working experience as an IT Help Desk Technician for 2 years minimum
  • BA in IT, Computer Science or similar relevant field, or relevant work experience
  • In-depth knowledge of computer systems and mobile devices; Mac OS and Windows 10 required
  • Hands on experience with diagnosing and resolving basic technical issues
  • Excellent verbal and written communication skills
  • Strong analytical and organizational skills, detail orientation, and interpersonal skills
  • Ability to multi-task and prioritize in a challenging, fast-pasted, dynamic environment
  • Ability to handle stress associated with the required immediate resolution of issues
  • Ability to work at times outside business hours and on-call support
  • Customer-oriented and patient

Filevine is an Equal Opportunity Employer. Qualifications for employment, promotion and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, veteran status, or other legally protected class. Filevine is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation due to disability, or if you have concerns related to Filevine's equal employment opportunities, you may contact us at legal@filevine.com