Service Desk Analyst

As a Service Desk Analyst in our Boston Office, you will provide technical support services to all firm employees via phone, email, desk-side visits, or walk-ins. You will be the first point of contact, responsible for promptly resolving technology issues and supporting clients with computer hardware and software setup and troubleshooting. This role involves enforcing firm policies, maintaining clear documentation, and collaborating with team members to deliver exceptional customer service.

ESSENTIAL FUNCTIONS:

• Provide exceptional first-level technical support via phone, email, chat, and in-person with a friendly and proactive approach.
• Troubleshoot, install, configure, and maintain hardware (computers, peripherals) and software, including Microsoft Office Suite, legal-specific Office add-ons, Adobe products, iManage Document Management, Zoom Video and Phone, InTune Company Portal, Okta 2FA, OCR software, ITSM software, Citrix, Bomgar NinjaOne, and other law-specific applications.
• Consistently document all client interactions, requests, incidents, and resolutions accurately within the ITSM system, ensuring clarity and completeness.
• Effectively coordinate or escalate unresolved issues to appropriate Tier 2 teams or external vendors, maintaining clear communication and follow-up.
• Regularly monitor system performance, proactively apply necessary security patches and software updates to ensure optimal client productivity.
• Maintain clear, proactive communication with clients, providing frequent status updates and ensuring high levels of customer satisfaction.
• Create and update user-friendly training materials, guides, and troubleshooting documentation to empower clients and colleagues.
• Proactively identify and implement opportunities to improve processes, enhance service delivery, and increase operational efficiency.
• Engage actively in ongoing training, webinars, and self-study to continuously enhance technical expertise and customer support skills.
• Collaborate with team members and management and participate in periodic OnCall rotations.
• Maintain office’s data and communication room facilities.
• Provide other services as requested by management.

KNOWLEDGE OR SKILLS REQUIRED:

• Strong proficiency in Microsoft Office Suite, Adobe Standard, and legal-specific software.
• Excellent verbal and written communication skills.
• Basic understanding of Active Directory and networking concepts.
• A proactive and detail-oriented approach to documentation and problem-solving.
• Outstanding customer service skills with an emphasis on client satisfaction and positive interactions.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• Must have at least two years of IT support experience. Call center and service desk experience preferred. Law firm experience preferred.

PHYSICAL DEMANDS OF POSITION:
Work is performed in a professional office environment and requires the following during the work day:

• Must be able to remain in a stationary position for long periods of time (working at a computer).
• Ability to move/traverse about inside the office intermittently throughout the day (attend meetings, access file cabinets, obtain supplies from supply room, etc.).
• Operate computer and other office equipment such as a copy machine, printer, telephone, etc.
• Repetitive movement (i.e. heavy computer/keyboard use).
• Individual will interact regularly with others verbally, in-person, and via written communication.
• May require occasional light lifting (files, copy paper, etc.).
• May require medium lifting (desktops, monitors, etc.).
• May require heavy lifting (servers, printers, furniture, etc.).

IN ADDITION TO THE ESSENTIAL FUNCTIONS OUTLINED ABOVE:

• Individual in this position will provide additional assistance and support as directed by his/her supervisor.
• This job description is subject to change at any time.