Description The Service Desk Analyst is responsible for providing telephone and in-person support for Firm applications, PCs, laptops, tablets, smartphones and telephone equipment.

ESSENTIAL JOB DUTIES & RESPONSIBILITIES

• Diagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issues
• Apply expert knowledge of "STB applications", such as MS Windows 10/11, Outlook, MS Office, Worksite, Diaries, IE, Citrix, Acrobat, STBWeb and legal research tools to troubleshoot and resolve problems
• Educate users and team members on software and support issues
• Communicate clear, concise, step-by-step procedures to users
• Escalate Firm-wide system problems according to Department guidelines
• Create a call tracking ticket for every issue handled, including all relevant information in a concise manner when escalating user problems to 3rd level support
• Prioritize issues based on urgency and according to Department guidelines
• Follow up with users to ensure issues have been satisfactorily resolved
• Document troubleshooting steps to share with User Support and others as appropriate
• Make suggestions for departmental technical procedures and troubleshooting knowledgebase
• Troubleshoot with vendor support to resolve technical issues
• Understand all methods of accessing the Firm's systems remotely; effectively troubleshoot user remote access problems, e.g. Citrix, VPN
• Configure, test, troubleshoot smartphones and other devices for domestic and international use ensuring that secured and adequate connectivity is available at the traveler's destination
• Assist with laptop imaging and configuration, wipe devices according to Department guidelines and restore laptop to original configuration upon return
• Troubleshoot and resolve basic telephone equipment problems
• Perform other duties as assigned

EDUCATION REQUIRED

• High School diploma or GED equivalent required

PREFERRED

TECHNICAL SKILL COURSEWORK PREFERRED SKILLS AND EXPERIENCE REQUIRED

• 2 to 4 years of relevant experience required
• Ability to present information effectively verbally and in writing
• Ability to communicate step-by-step procedures to users in a clear and concise manner
• Basic math skills: addition, subtraction, multiplication, division
• Working knowledge of Windows 10, iManage, MS Office, document comparison software (i.e. ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets and laptops
• Ability to effectively prioritize and plan work to meet deadlines in high pressure environment
• Strong attention to detail, analytical and problem solving skills
• Strong customer service skills
• Ability to master functionality of new Firm applications quickly and effectively

PREFERRED

• N/a Skills Service Desk, Windows, Office 365, Intune, MFA, ServiceNow, iManage Top Skills Details Service Desk,Windows,Office 365,Intune,MFA Additional Skills & Qualifications Candidates must have excellent communication and customer service skills.

Candidates must have experience working in high pressure environments. Experience Level Expert Level Pay and Benefits The pay range for this position is $80000.00 - $90000.00/yr. The firm offers excellent health insurance, dental, retirement plan, and paid time off (PTO). This is a hybrid position of 2 nights in the office and 3 nights remote. Workplace Type This is a hybrid position in New York,NY. Application Deadline This position is anticipated to close on May 16, 2025. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.