Help Center Analyst

About Alston & Bird

As a leading international law firm, Alston & Bird is dedicated to excellence through impactful communication, collaboration, and community involvement. Our company culture has earned us a spot on "100 Best Companies to Work For" for 26 consecutive years, highlighting our commitment to innovation and professional development. At Alston & Bird LLP, trust, reliability, and compassion form our foundation.

Role Summary: Help Center Analyst

Alston & Bird is seeking a qualified and dynamic individual for the Help Center Analyst position. This role requires excellent customer service, a passion for helping others, and enjoyment in troubleshooting firm technology. This is primarily a weekend shift with some weekday support. Under the direction of a manager, the Help Center Analyst will serve as a single point of contact for all Alston & Bird employees to report Information Technology (I.T.) related questions and problems, providing timely, accurate, and courteous technical support.

Schedule

• Monday: 9:00am-7:00pm
• Tuesday: 10:30am-9:00pm
• Saturday: 8:30am-6:30pm
• Sunday: 8:30am-6:30pm

Key Responsibilities

• Provide courteous and effective technical support for customers with questions or problems relating to Alston & Bird computer technology.
• Develop and maintain expert knowledge of all aspects of the Alston & Bird IT environment.
• Ensure all reported incidents are resolved to customer satisfaction, escalating to management and notifying customers of I.S. problems as needed.
• Accurately and extensively document all instances in the ITSM System, including developing and maintaining content submissions to the Knowledge Base.
• Adhere to the assigned schedule, including start/end times, breaks, and lunch hours, while maintaining flexibility to adjust work schedules to meet business needs and customer service levels.
• Act as the Help Center liaison for supported products, representing the Help Center and customer in meetings and projects.
• Provide technical support and resolution on-call after hours (including nights, weekends, and holidays).

Required Skills & Experience

• Exceptional customer service and interpersonal skills.
• Excellent verbal and written communication.
• Ability to follow and adhere to all departmental procedures.
• Extensive technical knowledge, troubleshooting, and support of Microsoft Windows, Microsoft Office, remote access, and all firm technology.
• High school diploma required; Associate's or Bachelor's degree preferred.
• 2-5 years of related experience.
• 2-5 years of Service Desk experience preferred.
• Legal experience is a plus.

Equal Opportunity Employer

Alston & Bird LLP is an Equal Opportunity Employer and does not discriminate based on any status protected under federal, state, or local law. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category. Professional business references and a background screening are required. If assistance or accommodation is needed due to a disability, contact donavan.mclean@alston.com. Alston & Bird is not currently accepting resumes from agencies for this position.

Key skills/competency

• Technical Support
• Customer Service
• IT Troubleshooting
• Microsoft Windows
• Microsoft Office
• Remote Access
• ITSM Systems
• Knowledge Base
• Communication Skills
• Problem Solving