Help Desk Analyst

Job Functions:

• Provides first level phone and remote support to internal and external customers who are experiencing operational, hardware and/or network connectivity problems with their computers and associated software.
• Performs initial information gathering, troubleshooting, and resolution; documents findings and collaborates with senior support personnel to resolve escalated issues as requested.
• Works closely with the Associate IT Support Manager to identify, escalate, and help remediate unusual, recurring, or high-impact incidents.
• Maintains a working knowledge of all Firm supported applications, systems, devices, and standard operating procedures.
• Accurately documents, logs, and tracks incidents, requests, and resolutions in the ITSM platform, including authoring and submitting knowledge base articles for review and approval.
• Identifies opportunities to improve Help Desk workflows, efficiency, and overall client service experience.
• Ensures adherence to proper ticket lifecycle management, including prioritization, escalation, communication, and closure.
• Assists with conference room technology setup, troubleshooting, and ensures all audiovisual equipment is operational.
• Provides on site hardware and peripheral support, including workstations, laptops, printers, and mobile devices.
• Supports new hire onboarding, office moves, and workstation deployments, including device imaging, quality control, and post deployment validation.
• Participates in floor support, training initiatives, and special projects as assigned.
• Provides basic troubleshooting support for employee home office environments, including wireless networking and remote connectivity issues.
• Provides frontline support for Firm approved AI tools and automation platforms, including basic troubleshooting and user guidance.
• Assists users with responsible and effective use of AI features in accordance with Firm policies, security standards, and data-handling requirements.
• Demonstrates strong criticalthinking skills, sound judgment, and effective problemsolving abilities.

Qualifications:

• Demonstrated experience working in a help desk role.
• Bachelor's degree is preferred.
• 1-2 years' experience working in a help desk role. Legal help desk experience is preferred.
• Strong Windows 10, Office O365, and end user applications knowledge.
• Excellent telephone etiquette and command of the English language with a demonstrated ability to maintain a customer service focus and a positive attitude at all times.
• Ability to work effectively with all levels within an organization.
• Proven ability to work on multiple projects and priorities in a deadline driven environment.
• Must have physical ability to lift and move computer and related equipment.

Work Authorization:

• Applicants must be legally authorized to work in the United States without the need for sponsorship by the Firm (either now or in the future).