service desk analyst

V-ENVISAGE SOLUTIONS INC

<p><b>Job Description</b></p><p>You are the primary point of contact for internal employees or external clients seeking technical assistance. This role is responsible for diagnosing, troubleshooting, and resolving hardware, software, and network issues to ensure minimal disruption to business operations. A successful candidate balances strong technical acumen with exceptional customer service.</p><p><b>Key Responsibilities</b></p><ul><li><b>Incident Management &amp; Troubleshooting:</b></li><li>Serve as the first line of technical support via phone, email, chat, or walk-ins.</li><li>Diagnose and resolve technical issues involving Windows/macOS operating systems, Microsoft 365, enterprise applications, and hardware (laptops, desktops, mobile devices, printers).</li><li>Walk end-users through step-by-step problem-solving processes.</li><li><b>Request Fulfillment &amp; Access Management:</b></li><li>Provision and de-provision user accounts, permissions, and distribution groups using Active Directory or Azure AD.</li><li>Configure and deploy new hardware and software for onboarding employees.</li><li><b>Ticket Documentation &amp; Escalation:</b></li><li>Log, categorize, and prioritize all incoming incidents and service requests within the ITSM ticketing tool (e.g., ServiceNow, Jira Service Management, Zendesk).</li><li>Escalate complex, unresolved issues to Tier 2/Tier 3 support or specialized infrastructure teams, ensuring accurate documentation is passed along.</li><li><b>Knowledge Management:</b></li><li>Contribute to the internal IT knowledge base by writing and updating documentation, FAQs, and user guides.</li></ul><p><b>Required Skills &amp; Qualifications</b></p><ul><li><b>Technical Skills:</b></li><li>Proficiency with Windows 10/11 and macOS environments.</li><li>Strong familiarity with Microsoft 365 administration (Outlook, Teams, SharePoint, OneDrive).</li><li>Basic understanding of networking concepts (TCP/IP, DNS, VPN, DHCP, Wi-Fi troubleshooting).</li><li>Experience using remote desktop support tools (e.g., TeamViewer, LogMeIn, BeyondTrust).</li><li><b>Soft Skills:</b></li><li><b>Customer-First Mentality:</b> Exceptional empathy, patience, and active listening skills.</li><li><b>Communication:</b> Ability to translate complex technical jargon into clear, user-friendly instructions.</li><li><b>Problem-Solving:</b> Strong analytical and critical-thinking skills under pressure.</li><li><b>Time Management:</b> Ability to multi-task and prioritize tickets in a fast-paced environment while meeting SLAs (Service Level Agreements).</li></ul><p><b>Education &amp; Experience Requirements</b></p><ul><li><b>Education:</b> High School Diploma or equivalent required; Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field is a plus.</li><li><b>Experience:</b> 2&ndash;5 years of experience in an IT service desk, help desk, or customer-facing technical support role.</li><li><b>Preferred Certifications (Highly Valued):</b></li><li>CompTIA A+, Network+, or Security+</li><li>ITIL 4 Foundation (highly preferred for Service Desk frameworks)</li><li>HDI-SDA (Help Desk Institute Service Desk Analyst)</li><li>Microsoft Certified: Endpoint Administrator Associate</li></ul><p>Pay: $26.00 - $35.00 per hour</p><p>Work Location: In person</p>

Service Desk Analyst

Ensemble Health Partners

<div><p><b>Thank you for considering a career at Ensemble!</b></p><p></p><p>
Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.</p><p></p><p>
Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!</p><p></p><p>
O.N.E Purpose:</p><ul><li><p><b>
Customer Obsession:</b> Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.</p></li><li><p><b>
Embracing New Ideas:</b> Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.</p></li><li><p><b>
Striving for Excellence:</b> Execute at a high level by demonstrating our &ldquo;Best in KLAS&rdquo; Ensemble Difference Principles and consistently delivering outstanding results.</p></li></ul><p></p><p><b>
The Opportunity:
</b></p><p></p>The Service Desk Representative provides technical support and assistance to end users, ensuring timely resolution of issues that impact business operations within a healthcare revenue cycle environment. This role focuses on troubleshooting hardware, software, and application problems, maintaining accurate documentation, and delivering a positive user experience. The position operates with moderate independence and contributes to improving service desk processes and efficiency. Responds to incoming service requests and incidents by diagnosing and resolving routine technical issues within established service-level agreements. Troubleshoots hardware, software, and application problems using approved tools and documented procedures. Escalates complex issues to appropriate technical teams while maintaining ownership until resolution. Documents all interactions, troubleshooting steps, and resolutions in the ticketing system to ensure accurate records and reporting. Assists in onboarding activities by setting up user accounts, configuring access, and ensuring proper functionality of systems and devices. Communicates effectively with end users to provide status updates and guidance throughout the resolution process.<p></p><p><b>
Join an award-winning company</b></p><p></p><p>
Five-time winner of &ldquo;Best in KLAS&rdquo; 2020-2022, 2024-2025</p><p>
Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024</p><p>
22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024</p><p>
Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024</p><p>
Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023</p><p>
Energage Top Workplaces USA 2022-2024</p><p>
Fortune Media Best Workplaces in Healthcare 2024</p><p>
Monster Top Workplace for Remote Work 2024</p><p>
Great Place to Work certified 2023-2024</p><ul><li><p>
Innovation</p></li><li><p>
Work-Life Flexibility</p></li><li><p>
Leadership</p></li><li><p>
Purpose + Values</p></li></ul><p></p><p>
Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:</p><ul><li><p><b>
Associate Benefits &ndash; </b>We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.</p></li><li><p><b>
Our Culture</b> &ndash; Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.
</p></li><li><p><b>Growth &ndash; </b>We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement.</p></li><li><p><b>
Recognition &ndash; </b>We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.</p></li></ul><p></p><p>
Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble also prohibits harassment of applicants or employees based on any of these protected categories.</p><p></p><p>
Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact TA@ensemblehp.com.</p><p></p><p>
This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role&rsquo;s range.</p><p></p><p>
Employment Disclaimers &ndash; Ensemble</p></div>

NYC Health + Hospitals

<div><div><div><h2 class="jobSectionHeader"><b>About NYC Health + Hospitals</b></h2><div><br>
<div><div>
</div><p>NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city&rsquo;s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers.</p><p>
At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.</p>
</div></div></div></div><div><div><h2 class="jobSectionHeader"><b>
Work Shifts</b></h2><div><br>
<div><div>
</div><p><b>9:00 A.M &ndash; 5:00 P.M</b></p>
</div></div></div></div><div><div><h2 class="jobSectionHeader"><b>
Duties &amp; Responsibilities</b></h2><div><br>
<div><div>
</div><p><b>Purpose of Functional Assignment:</b></p><p>
Under supervision, provides Level 1 support for NYC Health + Hospitals. Focuses on delivering timely and effective assistance to end-users emphasizing developing strong communication, problem-solving, and customer service skills, while gaining foundational knowledge of IT best practices within a healthcare setting. Monitors and answers phone calls, live chat interactions, email messages, service portal support, and auto-triggered request queues during their assigned tour (I, II or III). Provides real-time Service Desk coverage to meet service level requirements and exceed end-user expectations.</p><p><b>
Examples of Typical Tasks:</b></p><p>
1. Assists in receiving, prioritizing, documenting, and resolving Level 1 Interactions, Incidents, Service Requests (Tasks/Catalogs), and Work Order tickets under guidance.</p><p>
2. Maintains detailed and standardized documentation within all tickets to enable seamless collaboration and knowledge transfer across the team.</p><p>
3. Provides Level 1 support to end-users, striving to resolve issues at the first point of contact with mentorship from senior team members.</p><p>
4. Serves as a single point of contact for users regarding Service Desk activities, including Interactions, Incidents, Service Requests (Tasks / Catalogs), and Work Orders.</p><p>
5. Triages, tracks, and monitors tickets, ensuring accurate transfers and escalations, adhering to Service Level Agreements (SLAs).</p><p>
6. Assists in providing support for application-related issues and requests.</p><p>
7. Contributes in providing a positive customer experience by meeting expectations and building trust in resolution processes.</p><p>
8. Contributes to the ongoing improvement of the Service Desk processes and procedures.</p><p>
9. Develops and maintain technical knowledge on all IT technologies.</p><p>
10. Performs duties that may be primarily remote, and may need to report to the office with a 48-hour notice for operational needs, and/or training purposes. Works flexibly across various locations and shifts as required by operational needs.</p><p>
11. Participates in special projects as assigned and perform other duties as required.</p>
</div></div></div></div><div><div><h2 class="jobSectionHeader"><b>
Minimum Qualifications</b></h2><div><br>
<div><div>
</div><p>Assignment Qualification Requirements:<br>
1. Bachelor&rsquo;s degree from an accredited college or university in Industrial Engineering, Systems, Industrial Management, Business Administration or related disciplines; or,<br>
2. Two years of technical training or education beyond the High School level, with a minimum of two years of full-time, paid experience in the field of industrial engineering, systems analysis, methods and procedures, work simplification, cost reductions, Electronic Data Processing (EDP) data processing applications, forms designs and control; or,<br>
3. A satisfactory combination of the above.<br>
<br>
Assignment Qualification Preferences:<br>
1. A minimum of High School diploma or educational equivalent and four (4) years of service desk or technical support experience.<br>
<br>
Required Knowledge Areas, Skills, Abilities, and other Qualifications:
<br>
1. Understanding of ServiceNow.<br>
2. Understanding of remote desktop tools (Bomgar).<br>
3. Basic Hardware and Software Troubleshooting.
<br>
4. Customer service skills and strong documentation skills<br>
<br>
Equipment/Machines and Software Operated:<br>
1. General office equipment (e.g., computer, scanner, printer, phones).</p>
</div></div></div></div><div><div><h2 class="jobSectionHeader"><b>
Department Preferences</b></h2><div><br>
<div><div>
</div><div>Required Knowledge Areas, Skills, Abilities, and other Qualifications:</div><div>
1. Understanding of ServiceNow.</div><div>
2. Understanding of remote desktop tools (Bomgar).</div><div>
3. Basic Hardware and Software Troubleshooting.</div><div>
4. Customer service skills and strong documentation skills.</div>
</div></div></div></div><div><div><h2 class="jobSectionHeader"><b>
Benefits</b></h2><div><br>
<div><div>
</div><p>NYC Health and Hospitals offers a competitive benefits package that includes:</p><ul><li>
Comprehensive Health Benefits for employees hired to work 20+ hrs. per week</li><li>
Retirement Savings and Pension Plans</li><li>
Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts</li><li>
Loan Forgiveness Programs for eligible employees</li><li>
College tuition discounts and professional development opportunities</li><li>
College Savings Program</li><li>
Union Benefits for eligible titles</li><li>
Multiple employee discounts programs</li><li>
Commuter Benefits Programs</li></ul>
</div></div></div></div><div><div><h2 class="jobSectionHeader"><b>How To Apply</b></h2><div><br>
<div><div>
</div><p>If you wish to apply for this position, please apply online by clicking the &quot;Apply for Job&quot; button.</p><div><b><i>
Note: Candidates selected for a position are required to come to NYC as part of their onboarding.</i></b></div></div></div></div></div></div>

Junior EITS Service Desk Analyst

Steampunk

<div>Overview:
<div>
We are looking for a <b>Service Desk Functional Analyst</b><b> </b>to help with the configuration, optimization, and continuous improvement of our service desk. This role is key to ensuring that our technology infrastructure and business processes are aligned and operating at peak efficiency.</div><div></div><div><br>
The ideal candidate will meet with customer to design and optimize service desk workflows, configure Service Requests in our service catalog, and identify opportunities for automation that improve efficiency and user experience.</div>
Contributions:
<ul><li><b>Business Process Improvement- </b>Collaborate with key stakeholders across departments to understand business requirements and translate them into service desk workflows and process enhancements.</li><li><b>
Service Desk Administration &amp; Configuration- </b>Configure and maintain service catalog requests and workflows.</li><li><ul><li>
Design and implement automated IT processes, notifications, approvals, etc. to streamline service delivery</li><li>
Analyze service desk metrics (ticket volume, resolution time, SLA compliance) to identify areas for workflow enhancement</li><li>
Gather feedback from service desk agents and end-users to continuously refine workflows and identify new automation opportunities
</li></ul></li><li><b>Integration &amp; Automation-</b> Identify opportunities to bring business processes into the service desk platform, creating standardized workflows that improve productivity, tracking, and reporting. Integrate the service desk with other departments to automate repetitive tasks and enable seamless cross-departmental workflows.</li><li><b>
User Support &amp; Training- </b>Create and maintain knowledge base articles, user guides, and standard operating procedures for service desk processes.</li><li><ul><li>
Provide end-user support, troubleshooting, and training for service catalog requests, ensuring staff can efficiently submit requests and understand available services.</li></ul></li></ul>
Qualifications:
<div><b>
Required Qualifications:</b></div><br>
<div></div><ul><li>
Experience working in or supporting a service desk environment with understanding of service desk operations and workflows</li><li>
Experience designing service desk workflows, optimizing processes, and implementing automation</li><li>
Excellent problem-solving skills and attention to detail</li><li>
Experience collaborating with corporate teams for designing service desk workflows, optimizing processes, and implementing automation</li><li>
Experience in Design Intelligence.</li><li>
Ability to communicate complex technical concepts to non-technical stakeholders and translate business requirements into automated workflows</li><li>
Hands-on experience configuring service desk platforms and service catalogs (Fresh Service strongly preferred; ServiceNow, Remedy, or similar platforms also applicable)</li><li>
Bachelor's Degree or 4 years of relevant experience</li><li>
Must be local to DC Metro area, requires 3-4 days/week in Tysons Office</li></ul><div><b>
Preferred Skills:</b></div><br>
<div></div><ul><li>
Strong project management skills with experience leading cross-functional process improvement initiatives</li><li>
Experience with APIs and integrating service desk platforms with HR, IT, and business systems</li><li>
Background in service desk operations, workflow automation, or IT service management</li><li>
Familiarity with HR and IT processes (onboarding, offboarding, access provisioning)</li><li>
Experience as a System Administrator, IT Specialist, Business Process Improvement Specialist or other related IT position.</li></ul>
About <b>steampunk</b>:
<div>
Steampunk relies on several factors to determine salary, including but not limited to geographic location, contractual requirements, education, knowledge, skills, competencies, and experience. The projected compensation range for this position is $60,000 to $90,000.00. The estimate displayed represents a typical annual salary range for this position. Annual salary is just one aspect of Steampunk&rsquo;s total compensation package for employees. Learn more about additional Steampunk benefits here.</div><div></div><div><b><br>
Identity Statement</b></div><div>
As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.</div><div></div><div><br>
Steampunk is a <b>Change Agent</b> in the Federal contracting industry, bringing new thinking to clients in the Homeland, Federal Civilian, Health and DoD sectors. Through our <b>Human-Centered delivery methodology</b>, we are fundamentally changing the expectations our Federal clients have for true shared accountability in solving their toughest mission challenges. As an <b>employee owned company</b>, we focus on investing in our employees to enable them to do the greatest work of their careers &ndash; and rewarding them for outstanding contributions to our growth. If you want to learn more about our story, visit http://www.steampunk.com.</div><div></div><div><i><br>
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Steampunk participates in the E-Verify program.</i></div></div>

Service Desk Functional Analyst

Infoorigin Inc

<div><p><b>Role: Service Desk 1</b></p><p><b>
Location: Columbus, OH</b></p><p><b>
Work Mode: Onsite (</b><b>second shift position, 3:00 PM to 11:00 PM,</b><b>Tuesday night through Saturday night</b><b>)</b></p><p><b>
Employment Type: Contract</b></p><p><b>
Interview Mode: Only Video</b></p><p>
May be asked to work overtime to cover other Staff at times however probably very seldom will happen.</p><p>
Provides call center, maintenance, and documentation support to information system users and/or IT specialists (e.g., enters meta-data into repositories, performs loading validation, executes unit or system test scripts, provides maintenance support for application software, develops, organizes, files, and maintains platform specific documentation).</p><p><b>
Knowledge of:</b></p><p>
(1) Computers &amp; electronics</p><p>
(2) Oral &amp; written communication tools &amp; techniques</p><p>
(3) Customer support &amp; personal service</p><p>
(4) Telecommunications (e.g., Microwave, wireless, fiberoptic)</p><p>
(5) IT security principles &amp; methods</p><p>
(6) Motorola MCC 7500 Radio Console</p><p>
(7) MARCS tower sites safety practices (e.g., HVAC, door alarms, etc)</p><p>
(8) Operating systems installation &amp; configuration procedures</p><p>
(9) Network standards, protocols &amp; procedures</p><p>
(10) Platform usage</p><p>
(11) Capabilities of network equipment including, routers, switches, bridges, &amp; related hardware</p><p>
(12) Back-up &amp; recovery techniques</p><p>
(13) Technical writing &amp; documentation practices.</p><p><b>
Skill for</b></p><p>
(14) Reading comprehension</p><p>
(15) Speaking</p><p>
(16) Service orientation</p><p>
(17) Installation</p><p>
(18) Troubleshooting</p><p>
(19) Critical thinking</p><p>
(20) Systems evaluation &amp; operational / systems monitoring.</p><p><b>
Ability to:</b></p><p>
(21) transport items up to 50 lbs</p><p>
(22) operate help desk software (e.g., Service Now, Salesforce, &amp; Remedy, Cisco Finesse, Jabber (for call center), IRIS, Powershell, Genesis, UEM, Grafana, MS Office 365 apps</p><p>
(23) carry out instructions in written, oral or picture form</p><p>
(24) understand manuals &amp; verbal instructions technical in nature</p><p>
(25) stay abreast of current technologies in area of IT assigned</p><p>
(26) deal with problems involving several variables in familiar context</p></div>

Service Desk Support Analyst

Wasserman Media Group LLC

<div><p><b>THE&middot;TEAM operates at the epicenter of sports, music and entertainment, serving talent, brands and properties on a global scale. Headquartered in Los Angeles, THE&middot;TEAM's presence spans 28 countries and more than 70 cities, including New York, London, Abu Dhabi, Amsterdam, Hong Kong, Madrid, Mexico City, Toronto, Paris and Sydney. For more information, please visit </b><b>THE.TEAM </b><b>.
</b></p><p></p><p>Supporting more than 4,000 colleagues globally across multiple agencies and office locations, the Tech Service Desk Analyst acts as a key first point of contact for 1st and 2nd line technology support. This role is responsible for diagnosing, resolving and escalating incidents and service requests across hardware, software, collaboration platforms, identity and access, networking, workplace technology and SaaS applications. The successful candidate will deliver a professional, customer-focused support experience for both in-person and remote users, while contributing to service improvement, asset lifecycle management and operational projects.
</p><p></p><p><b>Key Responsibilities
</b></p><ul><li>Provide responsive 1st and 2nd line support for incidents and service requests across desktop, mobile, SaaS and office technology environments.
</li><li>Own initial triage, troubleshooting and resolution of hardware, software, networking and access-related issues, escalating to Tier 3 or specialist teams where appropriate.
</li><li>Deliver high-quality support through multiple channels, including walk-up, desk-side, remote and event-based support.
</li><li>Log, categorise and maintain accurate ticket updates, service notes and resolution detail within FreshService, ensuring adherence to service processes and SLAs.
</li><li>Support user onboarding, offboarding and moves, including device preparation, account access, permissions, software provisioning and desk setup.
</li><li>Administer end-user devices across Mac and Windows Surface estates, including builds, configuration, patching, troubleshooting and replacement coordination.
</li><li>Assist with identity and access management processes using Okta and Microsoft 365, including password resets, MFA support, account troubleshooting and application access.
</li><li>Support collaboration and productivity platforms, including Zoom, Slack, Microsoft 365, Google Workspace-related services, Box and SharePoint.
</li><li>Provide mobile device and telecom support, including handset allocation, setup, troubleshooting and lifecycle administration across EE and Vodafone services.
</li><li>Maintain accurate asset records and ownership data in Oomnitza, including tagging, assignment, repair tracking, stock control and lifecycle reporting.
</li><li>Support mobile device management and endpoint compliance activities using IRU, Intune and other MDM tooling.
</li><li>Assist with networking and workplace technology troubleshooting, including Meraki-managed environments, printers, meeting room technology and physical security systems such as Verkada.
</li><li>Coordinate with third-party vendors and service providers for repairs, replacements, licensing and operational support activities.
</li><li>Contribute to office moves, technology rollouts, platform improvements, documentation updates and wider TECH support projects.
</li><li>Provide support for on-site and remote events, ensuring reliable technology setup, live issue resolution and strong end-user experience.
</li></ul><p></p><p><b>Skills and Experience
</b></p><p></p><ul><li>Experience supporting a fast-paced, multi-platform environment is highly desirable, ideally within a service desk or end-user support function.
</li><li>Strong troubleshooting capability across operating systems, end-user devices, business applications, connectivity and user access issues.
</li><li>Experience supporting mixed-platform environments, particularly Mac and Windows devices, mobile endpoints and cloud-based SaaS applications.
</li><li>Good understanding of service desk disciplines, including ticket ownership, prioritisation, escalation, documentation and customer communication.
</li><li>Working knowledge of endpoint management, software deployment, patching and device compliance practices.
</li><li>Awareness of networking fundamentals and ability to perform first-line diagnosis of wired, wireless, VPN and office connectivity issues.
</li><li>Confidence supporting executive and non-technical users in a clear, calm and professional manner.
</li></ul><p></p><p><i>THE&middot;TEAM does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.</i></p></div>

Support Analyst

Jackson Lewis

<div><p>Focused on employment and labor law since 1958, Jackson Lewis P.C.&rsquo;s 1,000+ attorneys located in major cities nationwide consistently identify and respond to new ways workplace law intersects business. We help employers develop proactive strategies, strong policies and business-oriented solutions to cultivate high-functioning workforces that are engaged and stable, and share our clients&rsquo; goals to emphasize belonging and respect for the contributions of every employee.</p><p></p><p>
The Firm is ranked in the First Tier nationally in the category of Labor and Employment Litigation, as well as in both Employment Law and Labor Law on behalf of Management, in the U.S. News - Best Lawyers&reg; &ldquo;Best Law Firms&rdquo;.</p><p></p><p>
The Firm is seeking an independent, detail oriented individual to provide end-user desktop and telecommunications hardware and software support. The individual will provide telephone support to users and perform desk-side support as needed and directed. The Analyst will provide excellent customer service with the objective to provide immediate solutions for end user issues and requests.</p><p></p><p><b>
Essential Functions</b></p><ul><li>
Provide exceptional customer service.</li><li>
Provide phone support while maintaining a phone availability status of 85% or higher.</li></ul><ul><li>
Provide high level application, desktop, and telecom software and hardware support with the expectation of immediate solutions for end user issues.</li><li>
Document end user issues/requests utilizing the IT Service Desk service management application.</li><li>
Provide end-user hardware, software, and telecommunications desk-side system support.</li><li>
Work in conjunction with entire support staff in the successful completion of all Service Desk related projects.</li><li>
Work toward team standards in relation to the current Service Level Objectives.</li><li>
Provide identification/resolution for IT Infrastructure and desktop issues.</li><li>
Furnish reports, information and/or documentation as directed by management.</li><li>
Retain ownership of all issues/requests assigned until closure with end user agreement.</li><li>
Assist with execution of all desktop system and voice related moves, adds, changes, and upgrades.</li><li>
Compile/Document/Distribute new troubleshooting techniques when it would benefit the team.</li><li>
Participate in department initiatives and represent the department as a member of the technical staff. Keep abreast of technologies in the Desktop and Telecommunications environment by attending seminars and other educational opportunities as required.</li><li>
Computer imaging as needed and directed by IT.</li><li>
Identify/Document reoccurring issues and present to management possible solutions as well as Suggest/Implement innovative ideas to improve the Service Desk processes.</li><li>
Perform additional tasks as directed by management.</li></ul><p></p><p><b>
Qualifications/Skills</b><b> Required</b></p><ul><li>
At least 2 years of Service Desk experience.</li><li>
Excellent knowledge of MS Windows operating systems.</li><li>
Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Outlook and Exchange.</li><li>
PC hardware proficiency (Intel/Mac/HP).</li><li>
Experience with macOS is a plus.</li><li>
General understanding of Incident Management and IT ticket systems. Experience with ServiceNow is a plus.</li><li>
Excellent customer service skills, including verbal and written communication skills; as well as telephone, interpersonal, analytical and organizational skills.</li><li>
Team player, creative, innovative, flexible &amp; enthusiastic.</li><li>
Ability to work independently on special assignments.</li><li>
Law firm experience a plus.</li></ul><p></p><p><b>
Educational Requirements</b></p><ul><li>
Associates Degree or equivalent work experience of 2 to 4 years required.</li></ul><p></p><p>
#LI KM</p><p></p><p>
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law.</p></div>

Help Desk Analyst

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