IT Service Desk Analyst

About the role

The Service Desk Analyst position is part of the IT Department at Kilpatrick, supporting attorneys, paralegals, and support staff. The firm values teamwork, diversity, and community engagement.

Responsibilities

• Track user support calls and responses in the Firm’s ticket tracking software.
• Serve as a backup to the Desktop Support Technician (DTS).
• Utilize available technical resources and current support policies to provide accurate solutions and ensure customer satisfaction.
• Perform defined functions related to Service Desk support.
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery.
• Be aware of and follow all firm policies.
• Maintain a high degree of proficiency with the Firm’s core applications.
• Attend training offered within the group and as required by supervisor.
• Assist supervisor, designated supervisor or team members as requested in all duties not outlined above.

Requirements

• 2-year degree in a computer-related major, or equivalent work experience.
• Minimum of 2 years of experience in the use of microcomputers, preferably in a legal environment.
• 4-year degree preferred in relevant field.
• HDI-SCA- Help Desk Institute Support Center Analyst preferred.
• MOS (Microsoft Office Specialist) Microsoft Office Word Expert (2016), Microsoft Outlook Expert (2016) preferred.
• Self-motivated with excellent time management skills; strong ability to multi-task and sense of urgency.
• Knowledge and experience with applications and technologies utilized in the legal environment.
• Excellent communication skills.
• Ability to communicate effectively via vocal, printed, and electronic medium.
• Ability to work in a dynamic environment.
• Ability to handle difficult or sensitive situations.
• Action and results-oriented.
• Ability to interface effectively with Attorneys, Professional Staff, Clients, and Vendors.
• Adaptable to a fast-paced, ever-changing innovative environment and represents themselves to the collective community with a professional demeanor.
• Respectful to other individuals working directly or indirectly with them.
• Ability to seek and accept feedback and act on it to improve self.
• Embraces change as an opportunity for improvement.
• Strong work ethic, flexible, dependable, and positive can-do attitude.
• Appropriate work area that supports the use of standard office equipment (computer, dual monitors, keyboard & mouse).
• Reliable internet and phone connectivity.
• A private, quiet workspace for confidentiality.

Qualifications

• Works well with others.
• Encourages others to build strong working relationships.

Skills

• Knowledge and experience with applications and technologies utilized in the legal environment.
• Ability to learn new skills and technology quickly.
• Excellent communication skills.
• Ability to handle difficult or sensitive situations.
• Ability to communicate effectively via vocal, printed, and electronic medium.
• Ability to work in a dynamic environment.
• Ability to handle difficult or sensitive situations.
• Action and results-oriented.
• Ability to interface effectively with Attorneys, Professional Staff, Clients, and Vendors.
• Adaptable to a fast-paced, ever-changing innovative environment and represents themselves to the collective community with a professional demeanor.
• Respectful to other individuals working directly or indirectly with them.
• Ability to seek and accept feedback and act on it to improve self.
• Embraces change as an opportunity for improvement.
• Strong work ethic, flexible, dependable, and positive can-do attitude.

Benefits

This is a full-time, regular position with a multi-faceted health benefit package including medical, dental, and vision. The firm also offers life insurance, short-term disability plans, and retirement plans in addition to holidays and paid time off. The firm offers hybrid work schedules combining in-office work days as well as remote work days. The pay range for this position in Atlanta is $25.33-$38.05 per hour, Chicago and Denver only is $30.46 - $45.74 per hour.