Service Desk Analyst

1 week ago

Farmingdale, United States Simpson Thacher Full time

Description/Job Summary

The Service Desk Analyst is responsible for providing telephone and in-person support for Firm applications, PCs, laptops, tablets, smartphones and telephone equipment.Responsibilities/Duties

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, 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

Required 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 (i.e. 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

Required Education

High School diploma or GED equivalent required

Preferred Education

Technical skill coursework preferred

Details

Salary Information

NY only: The estimated base salary range for this position is $65k to $95k at the time of posting.

The actual salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job. This role is non-exempt meaning it is overtime pay eligible.

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