Help Desk Analyst II
Atlanta , Georgia
October 23, 2017

Help Desk Analyst 2 Permanent Position $45,000.00-$55,000.00 A dynamic and rapidly growing law firm with a national practice, seeks an experienced Aderant Technical Help Desk Analyst in its Atlanta, Georgia Office Reports To: Director of IT Job Description: • Provide onsite and remote support for the Firm's accounting team, accounting software (Aderant) and its associated software, processes and equipment. • Support accounting end-users in a multi-office network environment with software and hardware questions and problems. • Provide support and resolve accounting software problems with members of the accounting staff, internal IT staff or the software vendor when appropriate. • Provide support on general equipment and software for the accounting team. • Monitor and trouble shoot accounting system batch processes, report subscriptions and services. • Manage, monitor and maintain data integration and data flow between Firm accounting and other Firm systems. • Responsible for new hire computer and software setups and installation for accounting team. • Function as second level support, including on-call after-hours, holiday and weekend support as needed. Answer support calls and e-mail addressed to the help desk and support end-users with general IT software support issues to the extent possible, including escalation of problems to outside vendor or consulting support as appropriate. • Ensure help desk follow up, resolution and documentation is completed. • Update help desk database program and open, assign and track help desk tickets for reported problems. Document problems and resolutions including identification of root cause and close help desk tickets as appropriate • Participate in team planning with respect to the implementation, upgrade, configuration and support of existing and planned computer applications. • Document and publish software configuration changes and procedures for IT staff. • Attend vendor sponsored training classes, seminars, webinars, conferences for firm supported accounting software. Proactively develop skills, knowledge and ability to improve processes and procedures and keep updated on trends and developments in the industry. This includes meeting annual personal development goals. • Some travel may be required. Required Skills • Excellent problem-solving and interpersonal skills. Must be able to effectively prioritize work and communicate effectively with users on all levels. • Must possess an excellent command of the English language (both oral and written). • Must have patience and exhibit a positive customer friendly attitude and work in a team environment. • Should possess a strong technical understanding of the various hardware, software and networking systems being supported. • Ability to learn new techniques and implement new procedures. Take ownership of and troubleshoot problems and follow through to resolution. Preferred Skills: • Experience supporting users working in an accounting setting with Aderant Expert software including Aderant Expert Image, Aderant Expert Framework and Aderant Expert Advanced Workflow Submit Resumes to

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Founded in 1948, Robert Half (NYSE: RHI) is the world's first and largest specialized staffing services firm.

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