Information Technology Help Desk

Company Overview

LawHarmony is a specialized professional services firm providing legal consulting and recruitment solutions tailored for law firms and corporate legal departments. Our mission centers on connecting adept legal professionals with organizations in need of expert strategic advice and staffing solutions, enhancing legal operations and boosting efficiency.

Role Summary

The Information Technology Help Desk position at LawHarmony is a full-time, on-site role located in Richmond, VA. The primary responsibility involves delivering first-level technical support to internal staff by addressing issues related to hardware, software, and networks through various communication methods, including phone, email, and face-to-face interactions.

Key Duties and Responsibilities

• Diagnose, troubleshoot, and resolve technical problems involving systems, hardware, and software platforms.
• Manage user accounts along with access permissions, ensuring proper authorization protocols.
• Escalate complex technical issues to senior IT personnel when necessary for effective resolution.
• Assist with maintaining network stability and uphold basic information security practices to safeguard the environment.
• Document support cases comprehensively, detailing problems and the steps taken to resolve them.
• Provide courteous, clear communication and customer service, guiding users on technology best practices.
• Support seamless operation of technology tools integral to legal consulting and recruitment functions.

Required Qualifications and Skills

• Solid understanding of Information Technology fundamentals, including working knowledge of common operating systems, business software, and entry-level hardware troubleshooting.
• Practical experience with network administration and security measures to maintain a secure, reliable on-site infrastructure.
• Strong troubleshooting capabilities with a methodical approach to identifying and solving diverse technical issues across platforms.
• Excellent customer service skills, characterized by clear communication, patience, and a problem-solving mindset when assisting non-technical users.
• Preferred certifications include CompTIA A+, Network+, or comparable credentials, along with prior help desk or desktop support experience.
• Ability to effectively prioritize workflow, operate independently or collaboratively, and handle confidential information with professionalism.
• A minimum of an Associate's or Bachelor's degree in Information Technology, Computer Science, or related discipline, or equivalent practical experience.