We seek a full-time Service Desk Analyst to provide quick and accurate IT support to Firm attorneys and professional staff. This involves troubleshooting and supporting all firm-based software and hardware, support of desk phones, cell phones, and additional hardware peripherals. The Service Desk Analyst builds and maintains positive relationships throughout the Firm by minimizing and eliminating disruptions due to technology and incorporating confident and friendly communication skills into interactions with attorneys and staff.  

 

Position: Nonexempt

 

Regular Hours: The shift for this position is 10AM – 6PM. Additional paid overtime hours/coverage will be required.

Reports to: Service Desk Supervisor and Service Desk Manager.

Responsibilities

• Provide focused support for all end-user technical and application software issues both desk-side and virtually via remote control and phone support. Act as primary interface with end users when investigating and resolving incidents
• Perform extensive use and maintenance of the call tracking system containing support issues and troubleshooting resolutions
• Collaborate with internal departments to understand their IT requirements and provide consultation to optimize their experience
• Provide hardware support for all computer equipment, phones, printers, and miscellaneous hardware
• Provide support for firm-issued mobile devices including those with iOS and Android operating systems
• Provide assistance with audio-visual requests to support both hybrid and in-person meetings
• Participate on project teams including small to large-size projects, effectively meet project milestones, deadlines, and target dates; work closely with project managers to understand defined and scheduled tasks
• Conduct research and development of new products and services to enhance IT portfolio
• Interact with vendors to provide technical support for hardware and software
• Interact with other offices to provide support
• Maintain tracking of hardware inventory including loaner equipment
• Provide home personal computer support (networks, hardware, and firm-based software)
• Additional duties as assigned

Qualifications

• Bachelor's degree
• User support experience in a professional services environment preferred
• Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Outlook and Exchange and some legal applications including iManage
• Strong knowledge of PC/laptop hardware, Blackberry, and other mobile devices (iPhones, iPads, Droids)
• Strong customer service skills
• Excellent oral and written communication and documentation skills and attention to detail
• Strong analytical, decision-making, organizational, and problem-solving skills
• Ability to handle multiple tasks and work under time pressure
• Strong interpersonal and verbal communication skills
• Ability to occasionally lift up to 30 lbs.

The estimated base salary range for this position is $85,000 to $90,000 at the time of posting. The actual salary offered will depend on a variety of job-related factors, including skills, education, training, credentials, experience, scope and complexity of role responsibilities, geographic location, and performance. This role is non-exempt meaning it is overtime pay eligible.