Service Desk Analyst

Cleary Gottlieb is a pioneer in globalizing the legal profession. We have 14 offices in major financial centers around the world, but we operate as a single, integrated global partnership and not as a U.S. firm with a network of overseas locations. The firm employs approximately 1,100 lawyers from more than 50 countries.

Since 1946 our lawyers and staff have worked across practices, industries, jurisdictions, and continents to provide clients with simple, actionable approaches to their most complex legal and business challenges, whether domestic or international. We support every client relationship with intellectual agility, commercial acumen, and a human touch.

We seek a full-time Service Desk Analyst to Provide onsite technical support to all internal staff in the San Francisco & Palo Alto offices. The position involves desktop support, troubleshooting network related and audio video related issues. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues including hardware, software and network. This position will primarily sit in the Palo Alto office.

Position: Nonexempt

Regular Hours: The shift for this position is 9:00 AM – 5:00 PM and additional paid overtime hours/coverage will be required.

Reports to: Service Desk Supervisor and Service Desk Manager.

Responsibilities

• Act as a point of contact for working remotely with the service desk team regarding IT issues and queries which may involve hardware and software.
• Receive, log and manage calls from local staff and the Service Desk and from the Global Network team.
• Take ownership of user-reported issues, track progress, and provide timely updates to ensure resolution and user satisfaction.
• Deliver high-quality customer service for all support inquiries while adhering to established Help Desk processes and procedures.
• Escalate unresolved calls to the NY Service Desk and or Service Desk team leaders.
• Participate in weekly and bi-weekly meetings with the Service Desk and team leadership to align on support strategies and updates.
• Support and participate in firm-related events, both on-site and off-site, ensuring seamless IT operations.
• Conduct weekly functionality checks of all Audio/Video equipment in conference rooms to ensure optimal performance.
• Provide support and monitoring for LAN and WAN infrastructure across both office locations.
• Configure and deploy end-user equipment, ensuring proper setup and functionality.
• Travel between the San Francisco and Palo Alto offices as needed to resolve on-site IT issues.

Qualifications

• A minimum of 4 years of previous IT Service Desk and/or Call Center experience
• Strong oral and written communication skills
• Ability to multitask in a fast paced environment
• Experience working with employees at all levels including senior management
• Excellent organizational skills and strong attention to detail
• Strong customer service focus and experience
• Strong analytical and problem solving skills
• Strong interpersonal and communication skills with excellent telephone manner
• Ability to effectively document in detail, events pertaining to open issues
• Strong knowledge of Lenovo hardware, and mobile devices (iPads, iPhones, & Android)
• Knowledge of network systems (routers, switches, LAN, WAN,TCP/IP stack), ability to identify network and systems issues
• Hands-on experience on common hardware and software MS O365, Windows 10, Zoom Room, Poly conference units and HP printers
• Knowledge of IT Service Management concepts required
• ITIL 4 certification preferred
• Ability to travel between offices as needed

The estimated base salary for this position is $55 to $66 per hour at the time of posting. The actual salary offered will depend on a variety of job-related factors, including skills, education, training, credentials, experience, scope and complexity of role responsibilities, geographic location, and performance. This role is non-exempt meaning it is overtime pay eligible.

Cleary provides a comprehensive benefits package, including health care benefits. More information can be found here: Benefits

At Cleary Gottlieb, all members of our community deserve respect as individuals and appreciation for the contributions they make to our community. We champion diversity, equity, and inclusion, and creating equal opportunities to develop and succeed.

We are an equal opportunity employer. Consistent with these goals, the firm prohibits any form of discrimination or harassment based on any category protected by law. Cleary provides reasonable accommodations to enable otherwise qualified employees to perform the essential functions of their position, provided the accommodation does not pose an undue hardship to the Firm.