Helpdesk Analyst

Thompson Coburn, a large full‑service law firm with offices in eight cities across the U.S., is in search of a full‑time non‑exempt Helpdesk Analyst to join its St. Louis office. With over 450 attorneys and experience in 50 areas of law, Thompson Coburn is regularly recognized for providing clients with outstanding value and service. Driven by our core values of integrity, innovation and diversity, we collaborate and work in a welcoming, fast‑paced, and inclusive environment.

Under the supervision of the End‑User Technology Operations Manager, this position provides first‑contact technical support services for all attorneys and staff. This role manages a high volume and wide range of support requests, performs initial triage, resolves moderately complex technical issues, and escalates advanced problems to Tier 2 Deskside Support Technicians or other Information Systems teams as appropriate. Operating at an elevated technical tier beyond a traditional Level 1 Helpdesk role, this position applies deeper troubleshooting skills, stronger problem analysis, and ensures accurate ticket documentation and escalation.

Delivering responsive, high‑quality customer service in a fast‑paced, time‑sensitive legal environment is a core responsibility of this role. This position requires in‑office support.

• Provides first‑line technical support via phone, email, chat, and ticketing system for Firm attorneys and staff.
• Performs initial triage, diagnosis, and resolution of issues related to:
  Windows 10/11, Office 365, password resets, MFA, account lockouts, printing, networking, VPN, basic connectivity issues, Citrix virtual desktop sessions, and mobile device support (Intune, iOS, Android).
• Resolves issues within scope and escalates complex or hardware‑related issues to Tier 2 Deskside Support.
• Documents detailed troubleshooting steps and user interactions in the ITSM platform (Fresh service/HaloITSM/etc.).
• Provides support for legal applications including iManage, Big Hand, Intapp Time, Workshare/Compare Docs, and PDF editors (Kofax, Adobe).
• Understands workflows unique to legal professionals, including document management practices and remote access needs.
• Communicates clearly with users to gather essential information and explain resolutions or next steps.
• Prioritises issues impacting attorneys, court deadlines, filings, and client deliverables.
• Ensures timely follow‑up and ticket closure in alignment with established SLAs.
• Identifies recurring issues and escalates patterns to Tier 2 or engineering teams.
• Follows established incident, request, and escalation procedures.
• Assists with onboarding tasks such as account setup, permissions, and basic workstation configuration.
• Works closely with the Tier 2 Deskside Technicians for handoff and escalation of in‑office support needs.
• Partners with End‑User Computing engineering, Infrastructure, Applications, and Security teams to resolve cross‑platform issues.

• Must have working knowledge of Windows 10/11, Office 365, Teams, One Drive, and basic networking concepts.
• Must have familiarity with troubleshooting mobile devices and MFA (Intune, Authenticator, Duo).
• Ability to process routine daily functions while being able to resolve sensitive issues and complex assignments utilizing above‑average critical thinking skills.
• Must possess a high level of professionalism and interpersonal skills so as to be able to work well with employees at all levels within the organization and maintain all information in the strictest confidence. Required to use tact and diplomacy when dealing with others.
• Must have the ability to read, write and communicate in fluent English; ability to compose documents in the appropriate business style using correct grammar and spelling; ability to communicate clearly using proper grammar and diction including online video meetings and audio communications including telephone calls, in‑person discussions, and online audio calls.

• Associate’s degree in Information Technology or related field preferred.
• Minimum 1‑3 years of Information Technology support experience required.
• Law firm…