TEKsystems
The Service Desk Analyst is responsible for providing telephone support for Firm applications, PCs, laptops, tablets, smartphones and telephone equipment.
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
Preferred:
Technical skill coursework
Skills & Experience
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. ChangePro), 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
Additional Skills:
Windows 10/11, Office 365, MFA, VPN, iManage, Intune, ServiceNow
Windows 10/11, Office 365, MFA, VPN
Pay & Benefits
Pay range: $26.00 – $28.00/hr
Benefits: 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)
The position is 100% remote but candidates must live in the New York metro area to allow future full‑time conversion.
Workplace type: hybrid position in New York, NY.
Application deadline: Oct 24, 2025.
Equal Employment Opportunity 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.
#J-18808-Ljbffr
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
Preferred:
Technical skill coursework
Skills & Experience
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. ChangePro), 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
Additional Skills:
Windows 10/11, Office 365, MFA, VPN, iManage, Intune, ServiceNow
Windows 10/11, Office 365, MFA, VPN
Pay & Benefits
Pay range: $26.00 – $28.00/hr
Benefits: 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)
The position is 100% remote but candidates must live in the New York metro area to allow future full‑time conversion.
Workplace type: hybrid position in New York, NY.
Application deadline: Oct 24, 2025.
Equal Employment Opportunity 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.
#J-18808-Ljbffr