Jobs via Dice
Position Overview
The Service Desk Analyst provides 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 STB applications such as 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 and include all relevant information before escalating to third‑level support.
Prioritize issues based on urgency and department guidelines.
Follow up with users to ensure issues are 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 such as Citrix and VPN.
Configure, test, and troubleshoot smartphones and other devices for domestic and international use to ensure secured and adequate connectivity.
Assist with laptop imaging and configuration, wipe devices per department guidelines, and restore laptops to original configuration upon return.
Troubleshoot and resolve basic telephone equipment problems.
Perform other duties as assigned.
Qualifications
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 to users in a clear and concise manner.
Basic math skills: addition, subtraction, multiplication, division.
Working knowledge of Windows 10/11, 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 a high‑pressure environment.
Strong attention to detail, analytical and problem‑solving skills.
Strong customer service skills.
Ability to master the functionality of new Firm applications quickly and effectively.
Skills
Windows 10/11
Office 365
MFA
VPN
iManage
Intune
ServiceNow
Experience Level Expert Level
Pay & Benefits
Pay range: $26.00 – $28.00/hr
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 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 This is a hybrid position in New York, NY.
Application Deadline This position is 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 STB applications such as 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 and include all relevant information before escalating to third‑level support.
Prioritize issues based on urgency and department guidelines.
Follow up with users to ensure issues are 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 such as Citrix and VPN.
Configure, test, and troubleshoot smartphones and other devices for domestic and international use to ensure secured and adequate connectivity.
Assist with laptop imaging and configuration, wipe devices per department guidelines, and restore laptops to original configuration upon return.
Troubleshoot and resolve basic telephone equipment problems.
Perform other duties as assigned.
Qualifications
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 to users in a clear and concise manner.
Basic math skills: addition, subtraction, multiplication, division.
Working knowledge of Windows 10/11, 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 a high‑pressure environment.
Strong attention to detail, analytical and problem‑solving skills.
Strong customer service skills.
Ability to master the functionality of new Firm applications quickly and effectively.
Skills
Windows 10/11
Office 365
MFA
VPN
iManage
Intune
ServiceNow
Experience Level Expert Level
Pay & Benefits
Pay range: $26.00 – $28.00/hr
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 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 This is a hybrid position in New York, NY.
Application Deadline This position is 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