Sr. Service Desk Analyst - 7/13

How You’ll Make an Impact

You will provide technical support for a diverse portfolio of law firm clients, delivering high-quality customer service with a strong emphasis on first-call resolution and ownership. This is a mid-level, client-facing role that plays a critical part in supporting high-urgency legal environments where responsiveness, discretion, and attention to details matter.

What You’ll Do

• Serve as technical support resource in a multi-client environment, owning the full lifecycle of technical issues from initial intake through troubleshooting, resolution, and closure.
• Prioritize first-call resolution and take full ownership of incidents to ensure timely and accurate outcomes
• Act as an escalation point, providing guidance and support as needed
• Support multiple law firm clients, understanding their applications, workflows, confidentiality requirements, and time-sensitive needs
• Create, update, and maintain detailed service tickets with clear documentation of troubleshooting steps and resolutions in ServiceNow.
• Provide technical support for:
• Windows and macOS workstations
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Mobile devices (iOS and Android)
• Common legal applications (document management, timekeeping, case management systems)
• VPN connectivity, networking fundamentals (DNS, DHCP, Wi-Fi)
• End-user hardware including laptops, printers, scanners, and peripherals
• Support virtual desktop and remote access environments (e.g., VPN, VDI/VMware Horizon), as applicable
• Perform user account setup and maintenance, including permissions, MFA support, and access changes
• Collaborate with internal teams and third-party vendors to resolve complex issues
• Know when to resolve issues independently and when to escalate or collaborate to ensure the best outcome for clients
• Escalate infrastructure-level or Tier 3 issues with complete documentation and context
• Assist with workstation deployments, updates, and routine maintenance
• Contribute to internal documentation, knowledge base articles, and process improvements
• Participate in ongoing training, certifications, and skills development
• Deliver consistent, high-quality customer service with clear communication, empathy, accuracy, and accountability

What You Bring

• Solve problems thoroughly during the first interaction
• Communicate clearly and professionally with non‑technical users
• Understand the confidentiality and urgency of legal environments
• Manage multiple clients and priorities effectively
• Work independently and collaboratively
• Are detail-oriented, organized, and proactive
• Adapt quickly to new technologies and evolving client needs

Compensation & Schedule

This position is compensated at $25.00 per hour and follows a fixed wage scale. The role may require working at least one weekend day as part of a regularly scheduled shift, based on client coverage needs.