Service Desk Analyst

We need to output HTML fragment only, with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, remove boilerplate (cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions). Also remove contact info? The instructions: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." Contact information is application instructions? It says "If you have questions, please e-mail Andrew Doucet...". That's application instruction, so remove. Also "Please note, applications submitted via e-mail will not be considered." Remove. Also "Firm Overview" maybe not needed? It's not a required heading; we could include as About the role? But we must not invent sections. The posting includes Position Summary, Essential Functions, Technologies, Requirements, Preferred, Wage Transparency (pay ranges), Benefits. Also Work Hours (Schedule). So we can map: - About the role: could be Position Summary (first paragraph). Use

About the role

then

with summary. - Responsibilities: Essential Functions list (problem analysis and resolution etc). Use

• . - Requirements: list of requirements (Four-year technical degree..., etc). Use
  . - Qualifications: maybe Preferred? Could be Qualifications section for preferred qualifications. Or Skills: list of technologies? The posting includes "The Following Are Some Of The Most Common Technologies Used..." That's skills/knowledge. Could be Skills section. - Benefits: list. - Pay: wage transparency table (list of ranges per location). Must include only if posting states them. Yes. - Schedule: Work Hours (Monday – Friday, 10 am – 7 pm Eastern. Occasional overtime may be required...). So include Schedule. We must not include sections with filler like "commensurate with experience". Not present. We must not repeat job title as heading. We must not include duplicated lines. We must preserve all substantive info: need to include all details from Position Summary, Essential Functions, Technologies list, Requirements, Preferred, Pay ranges, Benefits, Work Hours. We must not include boilerplate like "Please note, we are not working with outside recruiters for this position." That's not boilerplate? It's a note about recruiters; maybe keep? It's substantive? It's a note about recruitment process; could be considered application instruction? It's not exactly application instruction but could be considered note. Safer to keep? The instruction says remove application instructions. This is not exactly instruction to apply, but it's a note about recruiters. Might be okay to keep but could be considered boilerplate? I'd keep it as part of Responsibilities? Not really. Might be safer to omit as it's not core job description. However we must preserve ALL substantive information; removing it might be considered removing substantive info. But it's about recruitment process, not job duties. The instruction says remove application instructions; this is about recruiters, not application instructions. I'd keep it maybe as a note under About the role? But better to keep as a separate paragraph under About the role? Might be okay. But we need to avoid duplication: The phrase "Law firm experience a major plus." appears both in Requirements and Preferred. It's duplicated; we should keep only once? The instruction: remove duplicated lines. So we should deduplicate. We'll keep one instance maybe under Requirements or Preferred. We'll keep under Requirements (since it's listed there) and omit duplicate in Preferred. Also "Help Desk Institute or ITIL v3 Foundation certification or experience a plus" etc under Preferred. We need to include Preferred as Qualifications? Could be Qualifications section. We'll have Qualifications for preferred qualifications. Skills: maybe list of technologies. Let's structure:

  About the role

  Position Summary Ogletree Deakins has an opportunity for an experienced Service Desk Analyst to join the firm’s Technology Department. The Service Desk Analyst is primarily responsible for first- and second-level phone and email technical support for the firm on a variety of hardware and software. The Service Desk Analyst must possess excellent customer service skills and the ability to communicate effectively and efficiently. This position may be remote, but the successful candidate must reside in a state where the firm has a physical office. Work Hours for this position are Monday – Friday, 10 am – 7 pm Eastern. Occasional overtime may be required to maintain adequate staffing for a 24/7, 365 Service Desk. Please note, we are not working with outside recruiters for this position.

  But we moved Work Hours to About the role; but we also have Schedule section. Better to keep Work Hours in Schedule section, not duplicate. So About the role should not include Work Hours. We'll keep About the role as Position Summary only (excluding Work Hours). Then Schedule separate. Thus:

  About the role

  Ogletree Deakins has an opportunity for an experienced Service Desk Analyst to join the firm’s Technology Department. The Service Desk Analyst is primarily responsible for first- and second-level phone and email technical support for the firm on a variety of hardware and software. The Service Desk Analyst must possess excellent customer service skills and the ability to communicate effectively and efficiently. This position may be remote, but the successful candidate must reside in a state where the firm has a physical office. Please note, we are not working with outside recruiters for this position.

  Now Responsibilities: Essential Functions list. We need to capture each bullet: "Problem analysis and resolution", "Logs all help desk calls & email requests into the current IT Service Management System and updates incident and/or problem information on a daily basis", "Analyzes, troubleshoots, and resolves issues with a goal of 85% First Call Resolution. Escalates incidents appropriately when necessary. Meets the business need by providing a usable workaround and effectively communicates expectations to users. Follows up in a timely manner, ensuring the issue is resolved or the request is fulfilled. Contributes to the IT Service Management knowledge base. Contributes to the good of the IT Department and the entire firm. Participates in new application testing and special projects." That's a long sentence; we can keep as one
  • or split? Probably keep as one
  • with the whole paragraph. Then "The Following Are Some Of The Most Common Technologies Used In The Offices That May Be Supported By The Service Desk Analyst" list: Dell and Lenovo docks and laptops, HP and Ricoh Printers/Copiers, Printer Logic, Windows 10/11, Mimecast, iManage Work10 (DMS), Aderant, Intapp, Litera Desktop applications, BigHand, Office 365 applications including Teams, Mobile device support (Intune), iOS, Android and Windows devices, VPN, Citrix, Active Directory, Azure, Sharefile. We could put that under Skills section. Now Requirements: list: - Four-year technical degree or equivalent work experience. - 4+ years of Service Desk experience in a fast-paced enterprise environment. - Law firm experience a major plus. - 4+ years of Microsoft product support experience, including Windows and Office 365. - Excellent customer service and communication skills (face-to-face, phone and email) - Independent analysis, troubleshooting, advanced problem solving, and the ability to handle multiple issues at once. - Excellent sense of urgency and the ability to triage incidents, problems, tasks, and projects quickly - Demonstrated curiosity about technology, with the ability to see issues, tasks, and projects through from start to finish. - Commitment to continuous improvement, ongoing learning, and staying current with evolving technology trends. - Ability to communicate expectations and provide workarounds - Working knowledge of an enterprise network and local PC diagnostic utilities - Ability to be productive independently and as a member of a team Note: "Law firm experience a major plus." appears also in Preferred; we will keep only one instance under Requirements (or maybe under Qualifications). We'll keep under Requirements and omit duplicate in Preferred. Now Preferred (Qualifications): list: - Help Desk Institute or ITIL v3 Foundation certification or experience a plus - Document Management System support experience - SCCM and Intune experience - Mobile Device Management experience - Familiarity with popular AI tools and an interest in applying emerging technologies to improve support processes. We could put under Qualifications. Now Benefits: list: - Paid Time Off - Paid Sick Leave - a 401(k) matching program - Profit Sharing - Paid Holidays - Paid Parental Leave - affordable Health and Life Insurance including Dental & Vision coverage - Health Savings Account /Flexible Spending Accounts to help offset the cost of dependent care and/or health care expenses - Tuition Reimbursement - Employee Assistance Program Now Pay: we need to include the wage transparency table. It lists many states with ranges. We need to preserve all. Could present as
    • each state: Pay range $X to $Y. Ensure we keep the exact numbers. List: - California: Pay range $55,250 to $84,198 - Colorado: Pay range $58,963 to $76,305 - Connecticut: Pay range $58,963 to $76,305 - Hawaii: Pay range $65,062 to $84,198 - Illinois: Pay range $61,880 to $80,080 - Jersey City, New Jersey: Pay range $65,062 to $84,198 - Maryland: Pay range $55,250 to $76,305 - Massachusetts: Pay range $61,880 to $84,198 - Minnesota: Pay range $55,250 to $71,500 (note there is a typo "$$55,250" but we should preserve as given? The posting shows "$$55,250 to $71,500". Likely a typo; we should preserve exactly? The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep "$$55,250 to $71,500". Might be weird but we keep as is. - Nevada: Pay range $53,570 to $69,326 - New Jersey: Pay range $65,062 to $84,198 - New York City, New York: Pay range $65,062 to $84,198 - New York State: Pay range $53,250 to $84,198 - Ohio: Pay range $53,570 to $69,326 - Rhode Island: Pay range $53,570 to $71,500 - Washington, D.C.: Pay range $65,062 to $84,198 - Washington (State): Pay range $65,062 to $84,198 We should keep each as
    • . Now Schedule: Work Hours: Monday – Friday, 10 am – 7 pm Eastern. Occasional overtime may be required to maintain adequate staffing for a 24/7, 365 Service Desk. We'll put that in

      . Now ensure we didn't include any boilerplate like "Equal Opportunity Employer." etc. Remove. Now output HTML fragment only. Let's craft. Check for duplicated lines: We removed duplicate "Law firm experience a major plus." from Preferred. Check for any other duplicated lines: "Please note, we are not working with outside recruiters for this position." appears only once.