IT Service Desk Analyst

Gould & Ratner LLP • Chicago, IL

1d • Onsite

About The Position

Gould & Ratner LLP is seeking a customer service-oriented IT Service Desk Specialist to join its Technology team in Chicago. The firm is a midsize law firm with offices in Chicago and Denver. This role serves as a welcoming and dependable first point of contact for technology questions and issues, providing timely support and clear explanations to attorneys and professional staff. The position is fully onsite in the Chicago office, five days per week. A hybrid arrangement may be considered in the future based on demonstrated performance, onsite coverage requirements, and the firm’s operational needs.

The target salary equivalent range is $70,000–$80,000 based on a 35-hour work week. Hours worked over 35 in a week are paid at time and a half. Salary determinations consider factors including the relevant market, skills, experience, class or graduation year, and education. The role is full-time, 35 hours per week, with overtime rarely needed. Office hours are typically 8:30 a.m.–4:30 p.m. It is a non-exempt position.

Requirements

• Approximately two years of experience in an IT service desk, desktop support, or similar technical support role.
• Demonstrated commitment to customer service, including patience, empathy, professionalism, and reliable follow-through.
• Strong verbal and written communication skills, including the ability to explain technical information to people with varying levels of experience.
• Working knowledge of Windows and Microsoft 365, including Outlook, Teams, Word, Excel, and OneDrive.
• Experience troubleshooting laptops, peripherals, printers, mobile devices, and common connectivity issues.
• Familiarity with ticketing systems, remote support tools, and documenting technical issues and resolutions.
• Strong organizational skills and ability to balance competing requests while recognizing business urgency.
• Sound judgment and discretion when working with confidential or sensitive information.
• An associate’s degree in information technology or a related field, or an equivalent combination of relevant experience, training, and certifications.

Nice To Haves

• Law firm experience is preferred but not required.
• Experience supporting document management systems such as NetDocuments or iManage.
• Experience supporting legal productivity applications such as Litera, document comparison tools, and PDF software.
• Experience assisting with Microsoft 365 account access, multifactor authentication, and mobile device setup.
• Experience supporting conference room systems and video conferencing.
• Experience working with an external managed service provider or supporting users across multiple offices.

Responsibilities

• Provide friendly, professional, and responsive assistance in person, by phone, and through remote support; listen carefully and communicate without unnecessary technical jargon.
• Record, prioritize, troubleshoot, and resolve service desk tickets; keep users informed, set expectations, and confirm resolution.
• Troubleshoot Windows laptops, Microsoft 365 applications, Outlook, Teams, printers, docking stations, monitors, mobile devices, and other hardware and software.
• Help users navigate and troubleshoot document management, PDF, time entry, and other business applications, learning the firm’s systems and workflows as needed.
• Set up, test, and troubleshoot conference room technology, audiovisual equipment, video conferencing, and presentation tools.
• Assist with employee onboarding and departures by preparing and deploying equipment, coordinating access according to approved procedures, introducing employees to firm technology, and supporting equipment recovery and access changes.
• Coordinate escalations with internal team members, the managed service provider, and application vendors, while maintaining communication with users.
• Document troubleshooting steps and resolutions, maintain equipment records, and contribute to knowledge articles and user instructions.
• Follow established security procedures, protect confidential information, and promptly escalate suspicious activity or potential security concerns.
• Identify recurring issues, share observations with the Technology team, and recommend ways to make support more consistent and effective.

Benefits

• Healthcare coverage, including medical, vision, and dental insurance.
• Life and long-term disability insurance.
• Profit sharing plan and 401(k).
• Generous vacation, personal, and sick time allowance.
• Hours worked over 35 in any week are paid at time and a half.
• Collegial and collaborative work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree