THE FIRM
As a leading international law firm, we are dedicated to excellence through impactful communication, collaboration, and community involvement. Our company culture has earned us one of the "100 Best Companies to Work For" for 26 consecutive years. This honor, along with many others, highlights our commitment to innovation and professional development. At Alston & Bird LLP, our foundation is made of trust, reliability, and compassion.
JOB DESCRIPTION
SUMMARY
Alston & Bird is seeking a qualified and dynamic individual for the position of Help Center Analyst who provides excellent customer service, is passionate about helping others and enjoys troubleshooting firm technology! Under direction of supervisor, this individual will act as a single point of contact for all Alston & Bird employees to report Information Technology (I.T.) related questions and problems while providing first level support for customers in a timely, accurate, and courteous manner.
RESPONSIBILITIES INCLUDE, BUT NOT LIMITED TO
Provide courteous and effective technical support for customers who have questions or problems relating to the Alston & Bird computer and telephone systems.
Develop and maintain an expert knowledge of all aspects of the Alston & Bird I.S. environment.
Ensure that all instances received are resolved to the customer’s satisfaction and provide management escalation and customer notification of I.S. problems as needed.
Accurately and extensively document all instances in the Ticketing System including developing and maintaining content submissions to the document Knowledge Base.
Adhere to assigned schedule including start/end time, breaks and lunch hour and maintain flexibility in adjusting work schedules as needed to meet business needs and maintain customer service levels.
Act as the Help Center liaison on the product(s) supported and represent the Help Center and customer in meetings and projects.
Provide technical support and resolution on-call after hours (on-call includes nights, weekends, and holidays).
Provide technical support remotely during firm closure, inclement weather or other emergencies.
SKILLS NEEDED TO BE SUCESSFUL
Exceptional customer service and interpersonal skills.
Excellent verbal and written communication.
Ability to follow and adhere to all departmental procedures.
Extensive technical knowledge, troubleshooting and support of Microsoft Windows, Microsoft Office, remote access and all firm technology.
Must complete skills assessment to be considered.
EDUCATION & EXPERIENCE
Ability to understand procedures and instructions specific to the area of assignment as would be acquired during four years of high school.
Associates or Bachelor’s degree is not required but preferred.
Previous experience of 2-5 years in a related environment.
Previous Help Desk experience of 2-5 years preferred.
EQUAL OPPORTUNITY EMPLOYER
Alston & Bird LLP is an Equal Opportunity Employer does not discriminate on the bases of any status protected under federal, state, or local law. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status or disability in relation to our recruiting, hiring, and promoting practices.
The statements contained in this position description are not necessarily all-inclusive, additional duties and responsibilities may be assigned, and requirements may vary from time to time.
Professional business references and a background screening will be required for all final applicants selected for a position.
If you need assistance or an accommodation due to a disability you may contact donavan.mclean@alston.com.
Alston & Bird is not currently accepting resumes from agencies for this position. If you are a recruiter, search firm, or employment agency, you will not be compensated in any way for your referral of a candidate even if Alston & Bird hires the candidate.