Tier 2 Service Desk Analyst

Welcome to Frontline Managed Services® - where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.

Join Our Team and Be a Catalyst for Change!

We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future.

How You'll Make an Impact

As a Tier 2 Service Desk Analyst, you will provide Tier 1 and Tier 2 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.

You will manage escalated issues while resolving frontline requests, working closely with teammates and partners to deliver reliable, professional support. This role is ideal for someone who enjoys solving problems, communicating clearly with non-technical users, and contributing to a collaborative service desk team.

What You'll Do

• Serve as a Tier 1 and Tier 2 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 for Tier 1 analysts, 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 Service Now.
• Provide technical support for:
  • Windows and macOS workstations
  • Microsoft 365 (Outlook, Teams, One Drive, 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

You'll Be Successful in This Role If You

• 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

What You Bring

• CompTIA A+ Certification required or, in lieu of certification, an associate's degree in information technology or related field
• 3+ years of experience in a help desk or service desk environment
• Hands-on experience supporting both Tier 1 and Tier 2 responsibilities
• Experience supporting users via phone, ticketing systems, and remote support tools
• Experience supporting professional services clients is preferred (legal industry experience is a strong plus)

Preferred Qualifications

• Hands-on experience using Service Now for ticketing, triage,…