Help Desk Analyst

Responsibilities

• Provide first-level technical support to users of the Firm’s computer, network, and telephone systems, delivering timely and effective issue resolution.
• Log, categorize, and manage incident and service request tickets, escalating or dispatching to appropriate IT personnel as needed.
• Monitor and follow up on open tickets to ensure prompt resolution and high user satisfaction.
• Deliver phone and remote support to Firm personnel, troubleshooting and resolving issues across Firm-supported hardware and software.
• Adhere to established IT processes and procedures, including proper user identity verification and request validation, to ensure secure and consistent service delivery.
• Maintain and continuously build knowledge of Firm-supported technologies to provide accurate solutions and identify trends in recurring issues or system performance.
• Contribute to the development and upkeep of the Firm’s IT knowledge base to improve team efficiency and self-service capabilities.
• Participate in additional projects, initiatives, and assigned responsibilities.

Qualifications

• Bachelor's degree in Computer Science or a related field preferred; equivalent hands-on experience will also be considered.
• 2+ years of experience in an IT Help Desk or End User Support role within a fast-paced environment.
• Strong understanding of IT service operations, including incident management, request fulfillment, and standard support workflows; ability to independently resolve most user issues.
• Experience supporting legal industry applications is preferred, including Document Management Systems (iManage WorkSite, NetDocuments) and tools such as Intapp, DTE Axiom, Westlaw Drafting Assistant, Workshare Compare, Relativity, and LegalKEY.
• Hands-on experience with IT Service Management platforms (e.g., ServiceNow, Remedy, BMC Service Desk, SupportWorks) in a high-volume support environment.
• Familiarity with call center tools and performance metrics (e.g., ACD systems, call handling, queue management, SLA adherence).
• Solid technical troubleshooting skills across hardware and end-user technology, including laptops/desktops, printers, Cisco IP telephony, and mobile devices (iOS, Android).
• Working knowledge of enterprise technologies, including Windows 11, macOS, Active Directory, Microsoft 365, SCCM, remote support tools (e.g., Bomgar), virtual desktop environments (Citrix), VPN, and multi-factor authentication tools (e.g., RSA SecurID), as well as mobile device management solutions (e.g., AirWatch, MobileIron).
• Industry certifications such as A+, Network+, Microsoft (MCP/MOS), or HDI Support Center Analyst are a plus.
• Familiarity with ITIL principles, particularly within Service Operations, is preferred.
• Demonstrated “white glove” customer service approach with a strong focus on professionalism, responsiveness, and user satisfaction.
• Excellent verbal and written communication skills, with the ability to interact effectively with users at all levels of the organization.
• Strong analytical thinking, problem-solving ability, and sound judgment in a support environment.