TEKsystems
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The Service Desk Analyst is responsible for providing telephone 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
High School diploma or GED equivalent required
Required Experience
2 to 4 years of relevant experience
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 (i.e. ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets and laptops
Ability to effectively prioritize and plan work to meet deadlines in a 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
Windows 10/11, Office 365, MFA, VPN, iManage, Intune, ServiceNow
Additional Candidate Requirements: Candidates must have excellent customer service and communication skills.
The position is 100% remote but candidates must live in the New York metro area to allow transition to full‑time status.
Experience Level: Intermediate Level
Pay and Benefits The pay range for this position is $26.00–$28.00/hr.
Benefits (subject to change):
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: Hybrid position in New York, NY (remote with onsite cloud opportunities).
Application Deadline: This position is anticipated to close on Oct 31, 2025.
About TEKsystems We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full‑Stack Technology Services, Talent Services, and real‑world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
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.
Senior Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Information Technology
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at TEKsystems by 2x.
#J-18808-Ljbffr
The Service Desk Analyst is responsible for providing telephone 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
High School diploma or GED equivalent required
Required Experience
2 to 4 years of relevant experience
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 (i.e. ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets and laptops
Ability to effectively prioritize and plan work to meet deadlines in a 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
Windows 10/11, Office 365, MFA, VPN, iManage, Intune, ServiceNow
Additional Candidate Requirements: Candidates must have excellent customer service and communication skills.
The position is 100% remote but candidates must live in the New York metro area to allow transition to full‑time status.
Experience Level: Intermediate Level
Pay and Benefits The pay range for this position is $26.00–$28.00/hr.
Benefits (subject to change):
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: Hybrid position in New York, NY (remote with onsite cloud opportunities).
Application Deadline: This position is anticipated to close on Oct 31, 2025.
About TEKsystems We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full‑Stack Technology Services, Talent Services, and real‑world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
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.
Senior Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Information Technology
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at TEKsystems by 2x.
#J-18808-Ljbffr