Job Description
Job Description
Job Summary:
This is an on-site position only and the office is located in Woodland Hills, California. There is no remote or hybrid opportunity for this role. Under the direction of the Director of Information Systems, the Help Desk Support Specialist is responsible for providing comprehensive technical support to faculty and staff. This role involves troubleshooting hardware and software issues, offering guidance to users with varying levels of technical proficiency, and collaborating with other IT staff and leadership to ensure timely and effective resolution of technical problems. The Help Desk Support Specialist plays a crucial role in maintaining system functionality, ensuring user satisfaction, and upholding organizational policies and procedures.
Responsibilities:
● Technical Support and Troubleshooting:
○ Diagnose technology issues related to computer hardware, software, and peripherals.
○ Provide immediate resolution of technical issues when possible.
○ Escalate complex or unresolved issues to appropriate support staff via telephone, email, in person, or remote desktop support.
○ Utilize remote support tools to efficiently troubleshoot and resolve user problems.
● Account Management:
○ Perform essential account management functions, including:
■ Unlocking user accounts \ Resetting passwords.
■ Verifying user identity. 2FA settings
● Software Deployment and Maintenance:
○ Deploy software updates and patches to ensure system security and stability.
● Compliance and Documentation:
○ Maintain strict adherence to privacy policies, including HIPAA regulations.
○ Stay informed about relevant policies, guidelines, and compliance requirements.
○ Assist in the development and maintenance of technical support and procedural documentation for internal use and end-users.
● Help Desk Operations:
○ Assist in the maintenance and enhancement of the Help Desk web presence.
○ Accurately document and log all technical problems, resolutions, and interactions in the help desk ticketing system.
○ Contribute to the improvement of help desk processes and procedures.
● Training and Guidance:
○ Provide clear and concise guidance and training to faculty/staff on the use of computer hardware, software, and IT best practices.
Key Skills and Qualifications:
● Technical Proficiency:
○ Strong knowledge of computing functions for Windows-based PCs; basic knowledge of Mac computers.
○ Proficiency in basic software packages, such as Microsoft Office Suite.
○ Intermediate knowledge of TCP/IP networking concepts and troubleshooting skills.
○ Experience with software deployment tools and techniques.
● Communication and Interpersonal Skills:
○ Excellent ability to communicate technical information clearly and effectively to individuals with varying levels of technical expertise.
○ Strong customer service orientation with a focus on user satisfaction.
○ Ability to work effectively with diverse groups of people.
○ Ability to design and develop basic technology-based instructional training materials.
● Problem-Solving and Analytical Skills:
○ Strong analytical and problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
● Experience and Other Requirements:
○ Minimum of 3 years of experience in a technical support role, preferably in a company with 50 or more employees.
○ Must be willing to work onsite, 5 days per week in Woodland Hills, CA.
● Preferred Qualifications:
○ Experience with help desk ticketing systems (e.g., Trello, Monday , Zendesk).
○ Knowledge of scripting and automation languages (e.g., PowerShell, Bash).
○ Familiarity with other software (e.g., Gsuite , Hubspot, Slack).
Company DescriptionLegal Soft is a pioneering company at the forefront of legal technology, launching a groundbreaking platform—the first of its kind in the legal industry. Our innovative "Legal Soft Platform" is designed to revolutionize how legal professionals operate, offering an unparalleled solution to streamline workflows, enhance efficiency, and transform the legal landscape. We are seeking passionate individuals to join us in this exciting journey as we introduce and scale this game-changing technology.
Company Description
Legal Soft is a pioneering company at the forefront of legal technology, launching a groundbreaking platform—the first of its kind in the legal industry. Our innovative "Legal Soft Platform" is designed to revolutionize how legal professionals operate, offering an unparalleled solution to streamline workflows, enhance efficiency, and transform the legal landscape. We are seeking passionate individuals to join us in this exciting journey as we introduce and scale this game-changing technology.