Weltman, Weinberg & Reis Co., LPA · 4 hours ago
Help Desk Support Specialist Sr.
Cincinnati, OH
Full-time
Onsite
Mid, Senior Level
$23.94/hr - $29.67/hr
2+ years expWeltman, Weinberg & Reis Co., LPA is seeking a Help Desk Support Specialist Sr. to serve as the primary technical escalation point for the Help Desk. The role focuses on the remote resolution of complex technical issues and involves advanced troubleshooting, escalation management, and operational support for users.
LegalProfessional Services
Responsibilities
Conducts problem recognition, research, isolation, resolution and follow-up for user problems. Effectively communicating, as appropriate, the status on root cause to users and IT management
Reviews, prioritizes, and resolves tickets escalated by Level 1 Support that require advanced diagnostic time or elevated administrative privileges
Validates all support tickets destined for Desktop Support by performing root-cause analysis to ensure the issue genuinely requires a physical desk-side visit, hardware replacement, or reimaging
Diagnoses and resolves complex software compatibility, registry, and operating system issues for Windows 11 and Microsoft Office 365 beyond basic installation
Troubleshoots advanced networking issues including VPN connectivity remotely
Investigates repeated software failures or profile corruptions to prevent the need for full system re-imaging
Performs Active Directory access review, application and hardware access to ensure correct permissions are applied
Identifies recurring issues and creates and updates technical documentation
Mentors Level 1 staff on diagnostic procedures to improve 'First Call Resolution' rates
Utilizes remote desktop software to resolve issues for off-site or remote users, serving as the final remote support tier before hardware replacement is required
Logs and tracks calls and maintains history records and related problem documentation within ticketing system ensuring that all information is updated for completeness and accuracy
Supports L1 functions as needed including call queue support, password reset/unlocks and ticket triage
Complete all required training applicable to this position
Regular and predictable attendance is an essential function of this position
Other duties, as assigned
Qualification
Required
One year certificate from college or technical school in computer science or data processing
A minimum of 2 years troubleshooting experience in a high-volume help desk or technical support environment
Must possess good organizational skills, be adaptable, and be able to prioritize tasks
Ability to read and understand software, hardware and process documentation as well as develop instructional materials as needed
High degree of soft skills, such as good communication, best customer service practices (especially patience and empathy) and excellent interpersonal communication
Advanced knowledge of and experience with Microsoft Windows 11
Deep understanding of Microsoft Office 365 applications and profile management
Active Directory administration including the setup, maintenance, and removal of user accounts and security groups
Remote desktop software used to provide remote customer support
VPN troubleshooting
Knowledge of Microsoft Endpoint Configuration Manager (MECM)
Benefits
Paid Time Off (PTO) - 16 days annually + 9 Company paid holidays
Competitive benefits - Medical, Rx, Dental, Vision, 401(k), Parental Leave, Life and Disability Insurance and more.
Promotional opportunities from within the Firm
Employee Perks available from Verizon, Car Dealerships, Local Movie Theaters, Theme Parks, etc.
Positive office environment with regularly scheduled parties, contests, and community support initiatives
On site 'Bistro To Go' vending and fresh foods available
Free parking
Free onsite fitness center for all employees
Company
Weltman, Weinberg & Reis Co., LPA
With over 95 years of experience, Weltman, Weinberg & Reis Co., LPA is a nationally-recognized full-service creditors’ rights law firm.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Alan Weinberg
Retired Partner
Allen Reis
Partner
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