Assoc IT Support Specialist

Shift: M-F 10:00 AM - 7:00 PM CT

The Help Desk Associate is a member of the on-site Williams Lea team delivering exceptional customer service at our client locations. Responsibilities include providing software support, basic troubleshooting, and incident management documentation in a call center environment.

(* denotes an “essential function”)

• Provide phone support to end-users for common office software applications.
• Software applications supported include: MS Word, MS Excel, MS Outlook, LegalKEY, Windows OS, CrowdStrike, BitLocker, SharePoint
• Expert knowledge and ability to troubleshoot MS Word including macros and advanced formatting tools.
• Recommend or perform actions to correct software problems based on knowledge of the application.
• Escalate and document all support calls for which Level 1 resolution is not possible.
• Maintain incident tracking system from the input of issues through the resolutions, including any necessary escalation.
• Assist end-users with remote accessibility issues.
• Provide software support for hand-held devices.
• Communicate effectively with both unskilled and skilled PC users.
• Handle sensitive and/or confidential documents and information.
• Communicate with manager and client on job or deadline issues.