Job Description

About U.S. LawShield

At U.S. LawShield our focus is on encouraging people to take proactive measures to improve their safety and self-defense abilities—and to serve those who do. We strive to create better-protected communities of responsible self-defenders who have the peace of mind to live their lives confidently. Our company was established in 2009. After initially launching in Texas as Texas LawShield®, the demand for services developed well beyond state lines. Our coverage began to expand across the United States, which is when we became U.S. LawShield. Today, we provide coverage in 46 states and have proudly served more than 2 million people in their self-defense journey.

The Service Desk Administrator will be responsible for providing excellent customer service and resolving all technical issues enterprise-wide. This position will be part of the ‘Face of the IT Department’ and the ideal candidate for this role will have a solid technical background combined with strong customer service experience/abilities. The Service Desk Administrator must be an expert at problem-solving with a positive attitude, and one that can achieve specific goals and department initiatives.

Duties & Responsibilities

• Conduct the daily operations of the organization’s end-user support services with the goal of first contact resolution.
• Resolves business process and system issues and defines and/or updates procedures appropriately.

• Evaluate and manage technical support systems, hardware, and software and makes recommendations for improvement.

• Gather information to diagnose technical hardware and software issues; apply problem-solving skills and resolve the request effectively.

• Conduct extensive troubleshooting to resolve hardware and software issues.

• Maintain and stay current with system information, changes, and updates.

• Utilize tools to remotely access end-user systems and perform corrective actions to resolve the users’ problems.

• Complete reports, track/log/route problems, issues, requests, and document resolutions in written form or escalate to the responsible resource for resolution.

• Other duties as assigned

Qualifications & Skills

• 3-5 years of proven work experience as a Service Desk Administrator in an Enterprise environment required

• Hands-on experience with Service Desk and remote-control software

• Hands-on experience supporting Windows and Mac OS

• Solid technical background with an ability to give instructions to a non-technical audience

• Customer-service-oriented with a problem-solving attitude