Help Desk Analyst

Foster Garvey PC, a prominent national law firm, is seeking an experienced computer Tech/Help Desk Analyst to join our Seattle office. The ideal candidate should demonstrate exceptional customer service skills and be prepared to contribute to our IT team. We invite applications from individuals with recent customer service experience in an IT environment, outstanding organizational skills, and robust interpersonal abilities. Previous experience in a law firm setting would be a beneficial asset.

It's important to emphasize that this position requires onsite presence. Remote work arrangements are not applicable to this role. Prospective candidates meeting these criteria are encouraged to apply and become key members of our esteemed national legal practice.

The ideal candidate for this role should possess outstanding customer service and communication skills, an engaging personality, and a composed demeanor. Practical hands-on experience with the firm's legal software applications, such as Windows 10/Windows 11, Office 365, iManage, equivalent document management systems, Adobe Pro, and remote desktop software, is essential. Additionally, proficiency in navigating a service desk ticketing system is a must.

The candidate should exhibit strong organizational abilities and the capability to articulate problem resolutions clearly and concisely to individuals across all levels, from shareholders to legal support staff. Exceptional written and verbal communication skills with impeccable grammar are crucial. Furthermore, the candidate should display a courteous, professional, and friendly speaking manner.

The right candidate will be available for after-hours support by the week (rotating schedule), for which they will be compensated. Hours are 8:00 am - 5:00 pm (PT), Monday through Friday.

Duties include:

• Perform problem resolution from Help Desk tickets, emails, and telephone calls.
• Research answers to questions using internet, ticketing system resolutions, and discussions.
• Close tickets after each call.
• Be responsible for writing clear and easy to follow instructions when the call is completed.
• Visit users at their in-office location when requested.
• Demonstrate and communicate resolutions of problems to other members of the Help Desk team.
• Report all problems that cannot be resolved to the IT Director.
• Troubleshoot computer, laptop, printer, and phone issues.
• Install computer software.
• Set-up computers, laptops, monitors, printers, and peripheral equipment.
• Other duties as assigned.

Physical Requirements:

• Capable of lifting 50 lbs.

Education and Experience:

• High school diploma required, Bachelor's degree a plus.
• 5+ years of Help Desk, IT Tech Support, or Desktop Engineering experience is required; prior work in a law firm environment is a plus.
• Extensive knowledge of Microsoft Office (Word, Excel, PowerPoint and Outlook).
• Working knowledge of typical law firm software applications is desirable (iManage, InterAction, Intapp Time, Workshare, etc.).

Salary Range:

The pay range for this position is $63,000-$82,500 annually ; however, actual pay may vary depending on the candidate's education, training, location of position, experience, and other job-related factors permitted by law.

Other Compensation and Benefits:

Foster Garvey offers a competitive compensation and benefits package including, but not limited to, the following:

• Medical, dental, and vision insurance
• 401(k) retirement plan, match, and profit-sharing
• Commuter allowance
• Paid time off plus paid holidays throughout the calendar year
• Disability and life insurance
• Parental leave
• Community service leave
• Annual discretionary bonus, and more!

**The provision of benefits is contingent on an employee's ability to meet the eligibility requirements for the various types of benefits as outlined in the benefit plan documents and Firm policies.

Pre-Employment Screening:

Any job offer will be contingent upon successful completion of a pre-employment background screening.

TO APPLY for this position visit and complete the online application. Please include your resume and a cover letter with salary requirements.

We look forward to hearing from you!

Foster Garvey PC is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital status, military or veteran status, disability, sexual orientation (heterosexuality, homosexuality, bisexuality or gender expression or identity), political ideology, genetic information, or any other basis prohibited by federal, state or local law.