Service Desk Analyst I
2 weeks ago
Position: Service Desk Analyst I Location: Denver, CO Job Id: 1418-SR-DEN of Openings: 1 Service Desk Analyst I Denver, CO Lewis Roca is a top ranked Am Law 200 commercial law firm and one of the largest in the Western United States. We are seeking a Service Desk Analyst I to join our team Summary: Service Desk Analyst provides essential support to end-users within an organization. They are the first point of contact for handling Incoming inquiries of incidents and request through e-mail or phone. Their primary responsibility includes incident management, request fulfillment, triaging and lower-level troubleshooting. This is a full-time non-exempt position that requires you to be in the office five days a week at our Denver, CO office. Once fully trained there is a possibility of one remote day a week. You will report to the IT Service Desk Manager. About Lewis Roca: Our award-winning team of lawyers offer extensive experience in a wide range of disciplines. We strive to be the employer of choice in the legal community. Our goal is to attract talent of varied backgrounds who meet our standards of excellence and reflect the marketplace that we serve. We embrace this diversity; it contributes to our success. A set of core principles guide our work with our clients and with each other. Together, we call this Experience Amplified. It is a client-centered operational approach that helps define a culture of service excellence. It contributes to our highly collaborative group of business professionals, led by a dedicated and passionate C-Team. Duties and Responsibilities: Operate as the front line of technology support for firm attorneys and staff by solving basic technical issues and completing technical requests. Promote the use of technology and empower customers with the technical knowledge necessaryto make the most of the firm's IT Services. Interact and communicate with customers and colleagues via telephone, email, and IM in a respectful, professional, and effective manner. Triage new issues and request from inbound Service Desk phone calls and customer created incidents in our ITSM tool. Provide immediate resolution when possible or route to the appropriate work queue. Consistently and thoroughly log all incidents and requests in our ITSM tool. This includes thorough incident descriptions, timely updates of steps taken, and detailed close notes. Keep impacted customers regularly informed and set appropriate expectations. Perform basic system administration tasks, including account creation/modification/deletion. Demonstrate scheduling flexibility to accommodate staggered shifts which ensure coverage for our customers across all sites during normal operating hours. Provide coverage as needed for team members in the event of vacation and/or illness. Perform other duties as assigned. Provide remote support for internal end-user and escalate to Level II for desk-side support. Reset end-user password for Active Directory and various system applications. Education and Experience: 2-3 years of related IT experience, including experience in the support of desktop hardware, software, and Microsoft operating systems required. Experience using a ticket management system to document and track work required (i.e., ServiceNow, FreshService, Track It, etc.) Strong understanding of Microsoft Windows operating systems and utilities required. General proficiency in MS Office 365 required. General knowledge of all Microsoft suite including Teams, SharePoint, OneDrive, and PowerBI. Microsoft Cloud experience is a plus. Bachelor's degree in related field preferred Prior legal experience is strongly preferred. Strong understanding of PC and laptop hardware Experience working in a call-center based IT environment preferred. Experience managing workload based on metrics and SLAs preferred. Certifications such as A+, Net+, certification is helpful. General nderstanding with TCP/IP networking Experience supporting remote access preferred, such as Citrix, VPN, RSA, home networks, etc. Detail oriented and well organized. Excellent spelling, grammar, punctuation, and proofreading skills Must be self-directed and competent to complete tasks with minimal supervision. Desire and ability to learn, improve, and grow. Exceptional interpersonal and communication skills Ability to follow written and/or verbal instruction with limited direction. Lewis Roca offers competitive compensation and benefits, including: 401(k) with generous employer match 3 weeks of paid time off 10-paid holidays per year Benefits start on day one. Several medical plan options to choose from, including traditional plans and HSA qualified plans. Tuition reimbursement
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Service Desk Analyst II
2 months ago
Denver, United States Flexential Full timeJob Description: The role of the Service Desk Analyst II is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, the role’s primary responsibility is to receive, prioritize, document and resolve/escalate end user’s requests and issues.Key Responsibilities and Essential Job...
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Service Desk Analyst II
3 weeks ago
Denver, United States Flexential Full timeJob Description: The role of the Service Desk Analyst II is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, the role’s primary responsibility is to receive, prioritize, document and resolve/escalate end user’s requests and issues.Key Responsibilities and Essential Job...
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Service Desk Analyst II
3 weeks ago
Denver Corp, CO, United States Flexential Full timeJob Description:The role of the Service Desk Analyst II is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, the role's primary responsibility is to receive, prioritize, document and resolve/escalate end user's requests and issues.Key Responsibilities and Essential Job...
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Service Desk Analyst II
3 weeks ago
Denver Corp, CO, United States Flexential Full timeJob Description:The role of the Service Desk Analyst II is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, the role's primary responsibility is to receive, prioritize, document and resolve/escalate end user's requests and issues.Key Responsibilities and Essential Job...
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Service Desk Analyst II
3 weeks ago
Denver Corp, CO, United States Flexential Full timeJob Description:The role of the Service Desk Analyst II is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, the role's primary responsibility is to receive, prioritize, document and resolve/escalate end user's requests and issues.Key Responsibilities and Essential Job...
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