Analyst I Service Desk

Womble Bond Dickinson (US) LLP; Washington (District of Columbia); On-site; USD 52,000 - 93,000; Full time

Job summary

Womble Bond Dickinson (US) LLP seeks an on-site Service Desk Analyst for its Washington, D.C. office.

The role provides high-quality technical support to attorneys and staff firmwide, resolving hardware, software, and system issues with strong troubleshooting and clear communication. The position involves working in a collaborative, distributed team, occasional travel to support litigation sites, and a mix of on-site and remote user support to ensure reliable service and a positive user

Qualifications

• Associate's degree or equivalent required; a four-year degree is preferred.
• ITIL certification or understanding preferred.
• Strong knowledge of Microsoft Windows and Office; legal-specific apps valued.
• Excellent written and verbal communication skills.

Responsibilities

• Provide technical support across devices, apps, and office environments.
• Participate in rotating after-hours and weekend on-call schedule.
• Support on-site operations and assist remote users across 29 locations.
• Monitor service queues and collaborate to resolve escalated issues.
• Document procedures and suggest service delivery improvements.
• Collaborate with IT teams on projects and operations.
• Coordinate setup of phones, printers, and approved software.
• Assist with conference room checks and AV support.
• Travel occasionally to support litigation and trial sites.

Skills

Troubleshooting

Communication

Teamwork

Customer service

Education

Associate's degree or equivalent (2-year college)

Bachelor's degree preferred

Tools

Windows

Office

Legal software

Job description

Womble Bond Dickinson (US) LLP seeks an on-site Service Desk Analyst for its Washington, D.C. office. The Service Desk Analyst is a key member of a collaborative team that provides high-quality technical support to attorneys and staff firmwide. This role focuses on resolving hardware, software, and system-related issues—often in time-sensitive situations. Success in this position requires strong troubleshooting skills, clear communication, and a team-oriented mindset to ensure reliable service delivery and a positive user experience.

Responsibilities

• Work as part of a distributed Service Desk team to provide technical support across a broad range of user devices, applications, and office environments.
• Participate in a rotating after-hours and weekend on-call schedule shared across the team.
• Provide in-person support and maintain technology operations at their designated home office, while also assisting remote users across the firm’s 29 locations.
• Monitor local and firmwide Service Desk queues, collaborating with teammates to resolve escalated or complex technical issues.
• Contribute to knowledge sharing by documenting procedures and proposing service delivery improvements.
• Collaborate with other functional IT departments on projects and operational needs.
• Coordinate setup of telephone, printers, and firm-approved software in collaboration with other team members.
• Assist in regular conference room checks and support audio/video conferencing technologies.
• Occasional travel required to assist with firm-related needs, including litigation and trial site support.

Requirements

• Associate's degree or equivalent from a two-year college required; a four-year degree and relevant industry certifications preferred.
• ITIL certification or demonstrated understanding preferred.
• Strong knowledge of Microsoft Windows and Office; experience with legal-specific applications is highly valued.
• Excellent written and verbal communication skills
• Strong sense of teamwork, collaboration, and accountability in a distributed support model.
• Demonstrated ability to provide responsive, professional, and user-friendly support in a high-demand environment.

Compensation

The national average salary range for this role is $51,500-$92,500. Starting salary will be determined based on location, qualifications, and experience.

This position is subject to export control laws.