Service Desk Specialist

Robins Kaplan LLP•Minneapolis, MN

2d•$60,000 - $65,000•Onsite

About The Position

As a Service Desk Specialist in the Minneapolis office of Robins Kaplan LLP, you will provide technical support to firm clients by phone, email, chat, desk-side visits, and in person. You will serve as the first point of contact for technology issues, promptly resolving problems and helping clients set up and troubleshoot computer hardware and software. The role also involves enforcing firm policies, maintaining clear documentation, and collaborating with colleagues to provide excellent customer service. The position supports a range of hardware and applications, including Microsoft Office Suite, legal-specific Office add-ons, Adobe products, iManage Document Management, Zoom Video and Phone, InTune Company Portal, Okta 2FA, OCR software, ITSM software, NinjaOne, and other law-specific applications. The specialist documents client interactions and resolutions, coordinates or escalates unresolved issues, monitors system performance, applies security patches and software updates, and creates user-facing training and troubleshooting materials. The role includes ongoing training, process improvement, collaboration with the team and management, and participation in periodic on-call rotations. This is a fully on-site position at the Minneapolis office, with work in the office five days per week. Employees typically work 37.5 hours per week; additional hours and overtime may be required based on business needs. The role is non-exempt and eligible for overtime. The hourly pay rate is $30.76–$33.33 ($60,000–$65,000 annualized), depending on experience and other job-related factors permitted by law. Work takes place in a professional office environment and includes sustained computer work, regular interaction with others, and occasional lifting of office equipment and supplies.

Requirements

At least two years of IT support experience.
Strong proficiency in Microsoft Office Suite, Adobe Standard, and legal-specific software.
Excellent verbal and written communication skills.
Basic understanding of Active Directory and networking concepts.
Proactive, detail-oriented approach to documentation and problem-solving.
Outstanding customer service skills, with an emphasis on client satisfaction and positive interactions.
Ability to remain stationary for long periods while working at a computer.
Ability to move around the office intermittently, operate office equipment, and perform repetitive computer and keyboard work.
Ability to lift items ranging from light office supplies to medium or heavy equipment, including desktops, monitors, servers, printers, or furniture, as needed.
Ability to work on-site at the Minneapolis office five days per week.

Nice To Haves

Call center and service desk experience.
Law firm experience.

Responsibilities

Provide first-level technical support through phone, email, chat, and in-person interactions.
Troubleshoot, install, configure, and maintain computer hardware, peripherals, and software.
Document client interactions, requests, incidents, and resolutions accurately in the ITSM system.
Coordinate or escalate unresolved issues to Tier 2 teams or external vendors and maintain communication and follow-up.
Monitor system performance and apply security patches and software updates.
Provide clients with proactive status updates and maintain customer satisfaction.
Create and update training materials, guides, and troubleshooting documentation.
Identify and implement opportunities to improve processes, service delivery, and operational efficiency.
Participate in ongoing training, webinars, and self-study.
Collaborate with team members and management and participate in periodic on-call rotations.
Provide additional services and support as requested by management or the supervisor.