Service Desk Analyst

The Service Desk Analyst Role will be responsible for providing excellent customer service to 300+ end users, both in a helpdesk capacity as well as desktop and Audio-Visual support, specifically in Microsoft Teams. Responsibilities include resolving Level 1 and Level 2 support desk and desktop issues which may entail a mixture of day-to-day client support, end-user application support, and conference room support for meeting setups. This includes receiving, prioritizing, documenting, and actively resolving end user service requests and incidents. Move, Add, & Change requests for telephone, mobile devices and desktop applications are other functions performed by the Service Desk Analyst role.

Key Responsibilities:

• Field incoming requests from the firm s staff via telephone, e-mail, and in-person
• Triage and troubleshoot service requests and incidents that come to the service desk in a timely manner.
• Record, track, and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in ticketing system
• Maintain inventory for laptops, desktops, and various computer peripherals
• Help to administer and support all core technologies within the firm
• Troubleshoot and resolve Level 1 and 2 support tickets related to desktop performance issues, application errors, and various office peripherals such as printers
• Provide A/V support for internal and external client meetings
• Participate in weekly on-call rotation for after-hours escalation of service requests/incidents

Technical Requirements:

• 5+ years of experience troubleshooting desktop hardware and software issues in an Enterprise environment
• 5+ years of experience in technical services and support position
• Proficiency with computer software and hardware, including Windows 10/Windows 11, MS Teams, Zoom and remote-control tools
• 5+ years of experience with support MS Office product suite applications (Outlook, Word, Excel, PowerPoint)
• Experience with iManage preferred but not required
• Familiarity of Active Directory concepts for user account management
• Legal experience preferred but not required

Job Requirements/Skills:

• Bachelor s degree, preferably in Computer Science, and/or comparable education and work experience.
• Basic familiarity with ITIL Incident Management processes
• Excellent interpersonal, verbal, and written communication skills
• Ability to maintain regular attendance and work regularly scheduled hours
• Ability to take direction and accept supervision.
• Demonstrated ability to work independently, organize and accurately prioritize work, be detail-oriented, understand when urgency is required and use good judgment in varied situations
• Ability to work effectively with co-workers in a team-oriented, collaborative environment
• Ability to build and maintain positive relationships, both internally and externally, while maintaining a client service orientation
• Ability to use sound judgment and discretion in dealing with highly confidential information
• Willingness to be flexible with time and adjust to a changing work environment.
• Requires a four-year degree in Information Technology or related discipline or comparable education and work experience
• Must have physical capability to consistently lift 50lbs without assistance