IT Service Desk Analyst

About the role

A Service Desk Analyst position is available for the IT Department at Kilpatrick, a large international law firm. The position is remote and involves providing 24/7 first-level support for technology issues to both internal and external clients. The firm values teamwork, diversity, and community involvement.

Responsibilities

• Track user support calls and responses in the Firm’s ticket tracking software.
• 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.
• 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.
• Knowledgeable in firm policies and procedures.
• Proficient with Firm’s core applications.
• Works well with others and encourages building strong working relationships.
• Adaptable to a fast-paced, ever-changing innovative environment and represents themselves professionally.

Qualifications

• Ability to communicate effectively via vocal, printed, and electronic medium.
• Ability to handle difficult or sensitive situations.
• Ability to learn new skills and technology quickly.
• Ability to interface effectively with Attorneys, Professional Staff, Clients, and Vendors.
• 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.

Benefits

• Full-time, regular position with a multi-faceted health benefit package including medical, dental, and vision.
• Life insurance, short-term disability plans, and retirement plans.
• Hybrid work schedules combining in-office work days and remote work days.

Pay

• Atlanta: $25.33 - $38.05 per hour.
• Chicago: $30.46 - $45.74 per hour.
• Denver: $30.46 - $45.74 per hour.

Schedule

Scheduled hours are 12:30 pm - 9:00 pm Eastern Time, 11:30 am - 8:00 pm Central Time, 10:30 am - 7:00 pm Mountain Time.

Skills

• Knowledge and experience with applications and technologies utilized in the legal environment.
• Ability to learn new skills and technology quickly.
• Ability to communicate effectively via various mediums.
• Ability to handle difficult or sensitive situations.
• Ability to work in a dynamic environment.
• Ability to interface effectively with Attorneys, Professional Staff, Clients, and Vendors.
• Ability to adapt to a fast-paced, ever-changing innovative environment.
• Professional demeanor and respectful attitude towards others.
• Positive can-do attitude and strong work ethic.