Service Desk Analyst

Location: New York

Description

JOB SUMMARY & OBJECTIVES The Service Desk Analyst is responsible for providing telephone and remote support for Firm applications, PCs, laptops, tablets, smartphones and telephone equipment.

ESSENTIAL JOB DUTIES & RESPONSIBILITIES

• Diagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issues.
• Apply expert knowledge of “STB applications”, such as MS Windows 10/11, Outlook, MS Office, Worksite, Diaries, IE, Citrix, Acrobat, STBWeb and legal research tools to troubleshoot and resolve problems.
• Educate users and team members on software and support issues.
• Communicate clear, concise, step-by-step procedures to users.
• Escalate Firm-wide system problems according to Department guidelines.
• Create a call tracking ticket for every issue handled, including all relevant information in a concise manner when escalating user problems to 3rd level support.
• Prioritize issues based on urgency and according to Department guidelines.
• Follow up with users to ensure issues have been satisfactorily resolved.
• Document troubleshooting steps to share with User Support and others as appropriate.
• Make suggestions for departmental technical procedures and troubleshooting knowledgebase.
• Troubleshoot with vendor support to resolve technical issues.
• Understand all methods of accessing the Firm’s systems remotely; effectively troubleshoot user remote access problems, e.g. Citrix, VPN.
• Configure, test, troubleshoot smartphones and other devices for domestic and international use ensuring that secured and adequate connectivity is available at the traveler’s destination.
• Assist with laptop imaging and configuration, wipe devices according to Department guidelines and restore laptop to original configuration upon return.
• Troubleshoot and resolve basic telephone equipment problems.
• Perform other duties as assigned.

EDUCATION REQUIRED

High School diploma or GED equivalent required.

PREFERRED SKILLS AND EXPERIENCE REQUIRED

• 2 to 4 years of relevant experience required.
• Ability to present information effectively verbally and in writing.
• Ability to communicate step-by-step procedures to users in a clear and concise manner.
• Basic math skills: addition, subtraction, multiplication, division.
• Working knowledge of Windows 10, iManage, MS Office, document comparison software (e.g. Change Pro), Diaries System, SharePoint, telephone support, smartphones, tablets and laptops.
• Ability to effectively prioritize and plan work to meet deadlines in high pressure environment.
• Strong attention to detail, analytical and problem solving skills.
• Strong customer service skills.
• Ability to master functionality of new Firm applications quickly and effectively.

Skills

• Customer Service
• Windows OS
• MS Office
• VPN
• Multi-factor authentication (MFA)
• Legal experience
• iManage
• Intune

Additional

Skills & Qualifications

Candidates must have excellent customer service skills and communication skills.

Experience Level

Expert Level

Job Type & Location

This is a Contract position based out of New York, NY.

Pay and Benefits

The pay range for this position is $25.00 – $28.00/hr eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may depend on specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision;
Critical Illness, Accident, and Hospital; 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available;
Life Insurance (Voluntary Life & AD&D for the employee and dependents);
Short and long-term disability;
Health Spending Account (HSA);
Transportation benefits;
Employee Assistance Program;
Time Off/Leave (PTO, Vacation or Sick Leave).

Workplace Type

This is a hybrid position in New York, NY.

Final date to receive applications

This position is anticipated to close on Jan 16, 2026.

Equal Opportunity Employer Statement

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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