Desktop Support Analyst (Law Firm experience required)

US70000 - US85000 per annum

Full Time


    • Desktop support
    • Mobile

    Job Description

    Ledgent Technology is actively looking for a Desktop Support Analyst for a Permanent, Direct-Hire role in the Atlanta area!

    *Candidates MUST have a background either in a Law Firm setting, or specifically with iManage Work (or similar Document Mgt System)

    The Desktop Support Analyst is responsible for the support/maintenance of major business desktop applications in use as 2nd level support. The Desktop Support Analyst analyzes and resolves problems escalated from first level support and provides a higher degree of diagnostic and resolution skills, playing a critical role in managing the escalation process for support issues. In addition, the Desktop Support Analyst will have significant exposure to high-level partners at the firm with critical issues.

    Major tasks, Responsibilities and Key Accountabilities -
    • Analyze, resolve and escalate problems received from first level support
    • Provide second level diagnostic and resolution skills
    • Oversee ticket queues and take appropriate action to resolve the issues presented
    • Take calls/emails as necessary
    • Assist with afterhours emergency on call support on a rotation schedule
    • Assist with conference room setups as needed
    • Responsible for user provisioning (user creation, modification and termination across multiple applications)
    • Maintain asset inventory
    • Responsible for all tasks assigned by the Help Desk Supervisor or other IS Department management

    General Competencies Required -
    • Advanced document troubleshooting and forensics with Word including knowledge of how these applications are used in a law firm (use of headers and footers, footnotes, tables, tables of content and tables of authorities, track changes, redlining and document comparison)
    • Understand and troubleshoot iManage Work or equivalent document management system (unlock documents, check in, saving, matter-centric folders and shortcuts)
    • Understanding of consumer technology (iOS, Android, Blackberry)
    • Strong customer service skills
    • Must work well with end-users in a time-sensitive, high pressure environment
    • Must be extremely detail-oriented and reliable
    • Writes clearly, accurately, and concisely
    • Able to read and interpret written information
    • Able to deal with frequent changes, delays, or unexpected events

    Qualifications -
    • 3+ years of experience working in a law firm environment
    • Previous experience with matter-centric computing within a legal environment
    • Experience with iManage and/or NetDocuments
    • Experience with supporting desktop hardware a plus
    • Excellent time management skills and communication skills
    • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from all levels of the organization

    We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.