Helpdesk Analyst

job summary:

Under the supervision of the End-User Technology Operations Manager, this position provides first-contact technical support services for all attorneys and staff. This role manages a high volume and wide range of support requests, performs initial triage, resolves moderately complex technical issues, and escalates advanced problems to Tier 2 Deskside Support Technicians or other Information Systems teams as appropriate. Operating at an elevated technical tier beyond a traditional Level 1 Helpdesk role, this position applies deeper troubleshooting skills, stronger problem analysis, and ensures accurate ticket documentation and escalation. Delivering responsive, high-quality customer service in a fast-paced, time-sensitive legal environment is a core responsibility of this role. This position requires in-office support.

location: St. Louis, Missouri

job type: Permanent

salary: $40,000 - 60,000 per year

work hours: 9am to 5pm

education: Bachelors



responsibilities:

• Provides first-line technical support via phone, email, chat, and ticketing system for Firm attorneys and staff.
• Performs initial triage, diagnosis, and resolution of issues related to: Windows 10/11, Office 365, password resets, MFA, account lockouts, printing, networking, VPN, basic connectivity issues, Citrix virtual desktop sessions, and mobile device support (Intune, iOS, Android).
• Resolves issues within scope and escalates complex or hardware-related issues to Tier 2 Deskside Support.
• Documents detailed troubleshooting steps and user interactions in the ITSM platform (Freshservice/HaloITSM/etc.).
• Provides support for legal applications including iManage, BigHand, Intapp Time, Workshare/CompareDocs, and PDF editors (Kofax, Adobe).
• Understands workflows unique to legal professionals, including document management practices and remote access needs.
• Communicates clearly with users to gather essential information and explain resolutions or next steps.
• Prioritizes issues impacting attorneys, court deadlines, filings, and client deliverables.
• Ensures timely follow-up and ticket closure in alignment with established SLAs.
• Identifies recurring issues and escalates patterns to Tier 2 or engineering teams.
• Follows established incident, request, and escalation procedures.
• Assists with onboarding tasks such as account setup, permissions, and basic workstation configuration.
• Works closely with the Tier 2 Deskside Technicians for handoff and escalation of in-office support needs.
• Partners with End-User Computing engineering, Infrastructure, Applications, and Security teams to resolve cross-platform issues.

qualifications:

Knowledge, Skills, And Abilities Required

Must have working knowledge of Windows 10/11, Office 365, Teams, OneDrive, and basic networking concepts.

Must have familiarity with troubleshooting mobile devices and MFA (Intune, Authenticator, Duo).

Ability to process routine daily functions while being able to resolve sensitive issues and complex assignments utilizing above-average critical thinking skills.

Must possess a high level of professionalism and interpersonal skills so as to be able to work well with employees at all levels within the organization and maintain all information in the strictest confidence. Required to use tact and diplomacy when dealing with others.

Must have the ability to read, write and communicate in fluent English; ability to compose documents in the appropriate business style using correct grammar and spelling; ability to communicate clearly using proper grammar and diction including online video meetings and audio communications including telephone calls, in person discussions, and online audio calls .

Experience And Education Qualifications

Associate's degree in Information Technology or related field preferred.

Minimum 1-3 years of Information Technology support experience required.

Law firm or a professional services environment experience preferred.

Experience with legal applications such as iManage, BigHand, Intapp preferred.

Industry certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or HDI Support Center Analyst preferred.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.