Service Desk Analyst

Experience with Windows 10 and Microsoft Office 2016/2019, Service desk, Troubleshooting, Problem solving, Installation, Intranet, Excellent written and oral communication skills, High self-motivated and directed, Proven analytical evaluative and problem-solving abilities, Ability to effectively prioritize and execute tasks in a high-pressure environment, Exceptional customer service skills, Experience working in a team-oriented collaborative environment, Bachelors Degree in Computer Science or related discipline or equivalent combination of 7 years business experience and education, Good listener who contemplates and utilizes the resources available to provide quality service to the Firm, Experience with iManage Document Management Systems a plus, Experience with Mac OS a plus, Experience in a Citrix environment a Plus, Experience in a Law Firm environment strongly preferred
Full Time
$50,000 - $60,000
Travel required to 10%.

Job Description

The Service Desk Analyst’s role is to deliver support to end users in the Firm.  This includes educating the staff on how to use various types of software programs efficiently and effectively, as well as troubleshooting applications and operating software for the user community.  The Service Desk Analyst will also assist in the design, delivery, and improvement of in-house software applications training programs and related courseware.  The Service Desk Analyst reports to the Director of IT.


  • Field incoming support tickets from end users to resolve application, software and hardware issues within the Firm’s systems.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Perform hands-on-fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
  • Communicate issues to end users, development, and management.
  • Test fixes and perform post-resolution follow-ups to ensure issues have been adequately resolved.
  • Maintain and enhance performance of all new and existing software and applications across the Firm.
  • Identify and learn appropriate software applications used and supported by the Firm.
  • Coordinate with CTO to assess departmental application training needs and objectives.
  • Participate in the design, development, and deliver of software applications training programs and individual classes.
  • Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
  • Provide support for the testing of new and existing software applications under development or consideration for purchase.
  • Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Conduct research into software application products and services in support of development and purchasing efforts.
Dice Id : RTX1e5c60
Position Id : 7171002
Originally Posted : 2 months ago
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