IT Service Desk Analyst II

Responsibilities

As a Service Desk Analyst II, you will play a critical role within the Global Information Technology (IT) Service Desk, serving as the first point of contact for attorneys, legal assistants, and business professionals across the firm. Operating in a 24/7 support environment, you will help ensure seamless technology experiences by resolving issues, fulfilling requests, and collaborating with technical teams to keep users productive.

• Serve as the primary point of contact for technology-related issues and requests received via phone and email, providing timely and professional assistance.
• Troubleshoot and resolve a high volume of technical incidents on first contact whenever possible, while efficiently escalating more complex issues to specialized support teams.
• Track, document, and maintain detailed records of incidents and requests within the Information Technology Service Management (ITSM) ticketing system.
• Follow incidents through resolution, communicate updates, and conduct follow-up with users to ensure satisfaction and quality service delivery.
• Support and troubleshoot Microsoft Windows, Microsoft Office, remote computing environments, Citrix, mobile devices, networking, and other core business technologies.
• Partner with desktop support, infrastructure, and other technical teams to diagnose issues and drive efficient resolutions.
• Research problems, recognize recurring patterns, recommend improvements, and proactively address potential issues.
• Create and update documentation, knowledge articles, procedures, and best practices to improve team effectiveness and service quality.
• Adhere to service desk procedures, escalation protocols, quality standards, and ticket ownership guidelines.
• Serve as a positive role model, share expertise, assist colleagues with challenging issues, and foster a collaborative team environment.
• Support on-call responsibilities and occasional overtime as business needs require.

Requirements

• Bachelor’s degree or equivalent experience required; CompTIA A+ and/or Microsoft certifications are preferred.
• 5 to 7 years of experience in