IT Service Desk Analyst

Pillsbury Winthrop Shaw Pittman • Nashville, TN

7d

About The Position

The IT Service Desk Analyst investigates and resolves software/hardware problems and connectivity issues for computer users as well as generally assisting users. The IT Service Desk Analyst is responsible for interviewing users, collecting information about problems, leading users through diagnostic procedures, and handling problem recognition, research, isolation, resolution, documentation, and follow-up. The schedules for the 24x7 Service Desk are built around historical user support patterns, assigning each of the 12 positions into the most effective time slot to maximize analyst coverage (phones and email) during peak hours and stretch resources across historically slower periods. All Service Desk members are required to do their share of "voluntary" overtime when rollouts, system changes and others' scheduled PTO create ongoing staffing shortages when providing appropriate coverage. Certain shifts require working in the office 3-days per week. The successful candidate will thrive in a fast-paced environment, seek to provide superior service to the client, and embrace working in a team environment as well as independently

Requirements

• A minimum of 3+ year’s solid experience in the technology support field with an emphasis on application support.
• Related certification or equivalent, e.g., 2-year certificate from a college or technical school.
• Knowledge of Windows 10, Windows 11, Office2016 and Office365, , Adobe Acrobat Pro an d Internet Explorer\Edge .
• Familiar with supporting and troubleshooting various remote access tools including VPN, Citrix or Web Mail.
• Ability to read, analyze, and interpret common technical instructions
• Ability to apply instructions to resolve customer problems in a timely manner
• Demonstrate strong written and verbal communication skills
• Attendance in training on required applications is expected
• Ability to sit in your assigned work area, answer phones, respond to emails in a timely manner, and type proficiently for long periods of time.
• Ability to lift up to 50 pounds individually or assist in the lifting of large parcels.

Nice To Haves

• A+ and\or Network+ certification, is a plus.
• Experience supporting document management systems (NetDocuments or iManage) or Aderant Expert is a plus.
• Experience supporting MFA or SMS enrollments and mobile apps on both iPhone and Android devices

Responsibilities

• Responding to support requests presented in both calls and emails
• Logging and tracking support requests using the current ticketing (ServiceNow) database. Maintain historical records and related problem documentation.
• Actively participate in firmwide project efforts, as well as participate in testing efforts and documenting results.
• Form effective professional relationships on behalf of the Service Desk team with all levels of the Firm including IT colleagues, executives, management and staff.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees