HelpDesk Analyst


Wicker Smith is looking for a HelpDesk Analyst for our Tampa office. This is a full-time position to join a team supporting 10 offices and 400+ users. Office hours are M – F 9:00 AM to 5:00 PM, with some weekend and after hours work for special projects and maintenance.

A HelpDesk technician who is responsible for answering customer calls to the IT Help Desk line, working the tickets from the ticket system, and diagnosing and resolving the customer incident remotely or locally in Tampa.

Available in:

  • Tampa
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Key Responsibilities

Duties and Responsibilities

Responsibilities will include initial problem determination, diagnostics, resolution if possible, customer status updates, and transfer of service requests to appropriate IT personnel. The HelpDesk Analyst serves as the main point of contact to the end users for all information technology-related issues, problems and requests. Other duties include:
•Creating & terminating user accounts
•Unlocking user accounts and resetting passwords
•Performing troubleshooting on
•Desktops & laptops (Windows 7 & 10)
•Microsoft Office 2016
•Nuance Power PDF Advanced
•Acrobat Reader
•Various video players
•Legal specific software, such as ProLaw (will provide training)
•IE & Chrome troubleshooting
•End user training



To perform this job, applicants must have:
•Ability to troubleshoot Windows 7 & 10
•Ability to troubleshoot Office 2016
•Working knowledge of Internet technology
•Working knowledge of various printers
•Basic knowledge of LAN/WAN & wireless concepts
•Excellent communication skills
•Give very clear written and verbal support to all customers
•Ability to learn new technologies
•Have professional speaking voice on the phone
•Effectively deliver clear messages
•Be able to communicate patiently when dealing with end users
•Work effectively under pressure
•Provide problem solving solutions over the phone
•Ability to prioritize tickets
•Work as a member of a team
•Solid knowledge of the English language, both verbal and written
•Reliable transportation
•Ability to travel

An associate’s degree or equivalent from a two-year college or technical school with at least 1 year of experience in the field is preferred. Technical certifications are preferred, but not required.

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