Help Desk Specialist – Boston, MA

Morrison Mahoney LLP seeks a Help Desk Specialist for its Boston, Massachusetts office.

Responsibilities:

The Help Desk Specialist (‘Specialist’) responds to all customer requests for service and quickly resolves problems during initial contact, as well as identifying trends and opportunities to eliminate recurring problems.  The Specialist will respond to incoming requests to the Help Desk via phone or e‑mail, quickly diagnosing and resolving user problems, and escalating calls to the next level of service, as necessary.  The Specialist will follow up with users to ensure successful problem resolution.

Other Responsibilities:

• Desktop/Laptop Support
• Configurations
• Desktop Application Testing/Support

In addition, the Specialist will contribute resolutions and content to knowledge base; participate on project teams; and continue to develop and expand technical skills and business knowledge.

Primary Duties Include: 

• Respond to requests for technical assistance in person, via phone and e-mail.
• Diagnose and resolve technical hardware and software issues, assisting end users with technical and application functionality questions.
• Research questions using available information resources.
• Follow standard help desk procedures and recommend changes for continuous improvement.
• Log/track all support requests and document resolutions.
• Identify and escalate situations requiring urgent attention, redirecting problems to appropriate resource.
• Proactively identify process improvement opportunities and support continuous improvement initiatives.
• Support Mobile devices.
• Remote access support.
• Participate in technology projects which may arise.
• Engage in formal and informal knowledge transfer.
• Build and maintain productive client relationships with all firm users.
• Stay current with system information, changes, and updates.

Education and Experience:

• Expert knowledge of Microsoft Office applications, including Office 365 and Windows 10.
• Working knowledge of iManage, iCreate and Kofax Power PDF a plus.

Key Competencies:

• Strong communication and learning skills.
• Customer service orientation.
• Strong troubleshooting and problem analysis.
• Adaptability, attention to detail and stress tolerance.
• Organizational skills and attention to detail.
• Ability to work in a teamwork/collaborative style and environment.
• Ability to lift up to 40 pounds.

Salary Range:  $55K – $70K (commensurate with experience).

To Apply:    Please submit your resume and salary requirements to Lauren Steffen,
Talent Acquisition Specialist, at:  careers@morrisonmahoney.com.

Located in Boston’s “Innovation District” on the Fort Point Channel, our office is conveniently located near South Station, Downtown Boston, and the Seaport District.  We are excited about our continued growth and look forward to partnering with you on your own journey.

About Us:

Morrison Mahoney LLP is an AV-rated law firm with 10 offices in the northeast and is expanding its offices.  Members of our team enjoy opportunity for advancement, excellent benefits, competitive salary, and a collegial and collaborative work environment.  We offer a comprehensive benefits package for our full-time employees.

Working at Morrison Mahoney LLP Provides:

• Generous paid time off.
• Comprehensive benefits package, including Health, Dental, Medical and Vision.
• Opportunity for growth and advancement.
• Corporate discounts.
• FSA and HSA plan option(s) to help offset taxes for employees and dependents.
• 401K Plan/Employer profit sharing.
• Group Life and Long-term Disability Insurance.
• Self-insured Short-term Disability benefits.
• Employee Assistance Program.

Morrison Mahoney’s policy is to ensure an equal employment opportunity, without discrimination or harassment on the basis of age, citizenship, color, disability, gender, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other classification, as protected by federal, state, or local law.  Equal employment opportunity extends to all personnel practices.