Service Desk Analyst (1 PM - 8 PM)

About the role

The Service Desk Analyst position at Cleary Gottlieb is a full-time role that supports the firm’s attorneys and professional staff with IT needs. This position operates from 1PM – 8PM, with occasional overtime required.

Responsibilities

• Provide focused support for all end-user technical and application software issues both desk-side and virtually via remote control and phone support.
• Act as primary interface with end users when investigating and resolving incidents.
• Perform extensive use and maintenance of the call tracking system containing support issues and troubleshooting resolutions.
• Collaborate with internal departments to understand their IT requirements and provide consultation to optimize their experience.
• Provide hardware support for all computer equipment, phones, printers, and miscellaneous hardware.
• Support firm-issued mobile devices including those with iOS and Android operating systems.
• Assist with audio-visual requests to support both hybrid and in-person meetings.
• Participate on project teams including small to large-size projects, effectively meeting project milestones, deadlines, and target dates; work closely with project managers to understand defined and scheduled tasks.
• Conduct research and development of new products and services to enhance IT portfolio.
• Interact with vendors to provide technical support for hardware and software.
• Interact with other Cleary offices to provide support.
• Maintain tracking of hardware inventory including loaner equipment.
• Provide home personal computer support (networks, hardware, and firm-based software).

Qualifications

• Bachelor's degree in relevant field preferred.
• User support experience in a professional services environment preferred.
• Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Outlook and Exchange and some legal applications including iManage.
• Strong knowledge of PC/laptop hardware, Blackberry, and other mobile devices (iPhones, iPads, Droids).
• Strong customer service skills.
• Excellent oral and written communication and documentation skills and attention to detail.
• Strong analytical, decision-making, organizational, and problem-solving skills.
• Ability to handle multiple tasks and work under time pressure.
• Strong interpersonal and verbal communication skills.
• Ability to occasionally lift up to 30 lbs.

Pay

The estimated base salary range for this position is $85,000 to $90,000 at the time of posting. The actual salary offered will depend on a variety of job-related factors, including skills, education, training, credentials, experience, scope and complexity of role responsibilities, geographic location, and performance.

Schedule

The shift for this position is 1PM – 8PM. Additional paid overtime hours/coverage will be required.