TEKsystems
Service Desk Analyst – TEKsystems
We are looking for a dedicated Service Desk Analyst to provide 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 network issues.
Apply expert knowledge of firm 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 to 3rd‑level support.
Prioritize issues based on urgency and department guidelines.
Follow up with users to ensure issues have been satisfactorily resolved.
Document troubleshooting steps to share with User Support and other teams.
Make suggestions for departmental technical procedures and troubleshooting knowledge base improvement.
Troubleshoot with vendor support to resolve technical issues.
Understand all methods of accessing firm systems remotely and troubleshoot remote access problems (Citrix, VPN).
Configure, test, and troubleshoot smartphones and other devices for domestic and international use, ensuring secure connectivity for travelers.
Assist with laptop imaging and configuration, wipe devices according to department guidelines, and restore laptops to original configuration upon return.
Troubleshoot and resolve basic telephone equipment problems.
Perform other duties as assigned.
Education & Experience
High School diploma or GED equivalent 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 clearly and concisely.
Basic math skills: addition, subtraction, multiplication, division.
Strong attention to detail, analytical and problem‑solving skills.
Strong customer service skills.
Ability to master functionality of new firm applications quickly and effectively.
Technical Skills & Competencies
Working knowledge of Windows 10/11, iManage, MS Office, document comparison software (e.g., ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets, and laptops.
Experience with Windows 10/11, Office 365, MFA, VPN, iManage, Intune, ServiceNow.
Understanding of Citrix and VPN remote access solutions.
Benefits
Medical, dental & vision coverage.
Critical Illness, Accident, and Hospital insurance.
401(k) retirement plan – pre‑tax and Roth contributions available.
Life insurance (voluntary life & AD&D for employee and dependents).
Short and long‑term disability coverage.
Health Spending Account (HSA).
Transportation benefits.
Employee Assistance Program.
Paid time off / leave (PTO, vacation or sick leave).
Workplace This is a hybrid position based in New York, NY.
Application Deadline Position anticipated to close on Oct 24, 2025.
EEO 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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Responsibilities
Diagnose individual and firm‑wide problems accurately, distinguishing between software, hardware and network issues.
Apply expert knowledge of firm 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 to 3rd‑level support.
Prioritize issues based on urgency and department guidelines.
Follow up with users to ensure issues have been satisfactorily resolved.
Document troubleshooting steps to share with User Support and other teams.
Make suggestions for departmental technical procedures and troubleshooting knowledge base improvement.
Troubleshoot with vendor support to resolve technical issues.
Understand all methods of accessing firm systems remotely and troubleshoot remote access problems (Citrix, VPN).
Configure, test, and troubleshoot smartphones and other devices for domestic and international use, ensuring secure connectivity for travelers.
Assist with laptop imaging and configuration, wipe devices according to department guidelines, and restore laptops to original configuration upon return.
Troubleshoot and resolve basic telephone equipment problems.
Perform other duties as assigned.
Education & Experience
High School diploma or GED equivalent 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 clearly and concisely.
Basic math skills: addition, subtraction, multiplication, division.
Strong attention to detail, analytical and problem‑solving skills.
Strong customer service skills.
Ability to master functionality of new firm applications quickly and effectively.
Technical Skills & Competencies
Working knowledge of Windows 10/11, iManage, MS Office, document comparison software (e.g., ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets, and laptops.
Experience with Windows 10/11, Office 365, MFA, VPN, iManage, Intune, ServiceNow.
Understanding of Citrix and VPN remote access solutions.
Benefits
Medical, dental & vision coverage.
Critical Illness, Accident, and Hospital insurance.
401(k) retirement plan – pre‑tax and Roth contributions available.
Life insurance (voluntary life & AD&D for employee and dependents).
Short and long‑term disability coverage.
Health Spending Account (HSA).
Transportation benefits.
Employee Assistance Program.
Paid time off / leave (PTO, vacation or sick leave).
Workplace This is a hybrid position based in New York, NY.
Application Deadline Position anticipated to close on Oct 24, 2025.
EEO 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.
#J-18808-Ljbffr