Deskside Support Analyst

Thompson Coburn LLP

St. Louis (MO)

On-site

USD 52,000 - 76,000

Full time

14 days+

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Benefits offered by this job

Medical Insurance

Vision Insurance

Dental Insurance

Life Insurance & ADD policies

Short & Long Term Disability Insurance

Paid Parental Leave

401(k) Profit Sharing plans

Parking/Transportation Stipend

Section 125 Plan

Paid Holidays

Paid Vacation Time

Employee Assistance Program (EAP)

Employee Wellness Program

Tuition Reimbursement

College Savings Plan Deductions (529s)

Long Term Care

Job summary

Thompson Coburn LLP is seeking a full-time Deskside Support Analyst for its St. Louis office. The role supports end-user computing, handles escalations, and provides on-site troubleshooting for attorneys and staff. In-office presence is required.

Responsibilities include imaging, workstation setup and relocation, and AV support for conference rooms. Prior law firm or professional services experience is preferred for this fast-paced environment.

Qualifications

Associate’s degree in Information Technology or related field.
Minimum of 5 years hands-on deskside or field support experience.
Experience in a law firm or professional services environment preferred.

Responsibilities

Provides Tier 2 deskside support for escalations from the Service Desk, covering hardware, software, accounts, printing, networking, and mobile devices.
Troubleshoots complex workstation issues in Windows 10/11, Office 365, Teams, OneDrive, printers, and legal applications (iManage, BigHand, Intapp, Citrix).
Supports onboarding, workstation setups, hardware replacement, and office moves.
Performs imaging, configuration, patching, driver problems, and peripheral troubleshooting for workstations.
Provides AV support for conference rooms, Teams Rooms, webcams, and microphones.
Understands workflows specific to legal professionals, including trial prep and remote access.

Skills

Customer service

English communication

Time management

Interpersonal skills

Willingness to travel

Education

Associate’s degree in Information Technology

Law firm or professional services experience preferred

Tools

Windows 10/11

Office 365

Teams

OneDrive

Printer support

ITIL concepts

VPN & networking basics

Job description

Thompson Coburn, a large full-service law firm with offices in eight (8) cities across the U.S., is in search of a full-time non-exempt Deskside Support Analyst to join its St. Louis office. With over 450 attorneys and experience in 50 areas of law, Thompson Coburn is regularly recognized for providing clients with outstanding value and service. Driven by our core values of integrity, innovation and diversity, we collaborate and work in a welcoming, fast-paced, and inclusive environment.

Under the leadership of the Manager of End-User Computing, this position provides advanced onsite technical support services for all attorneys and staff. This role handles escalations from the Service Desk, performs hands‑on troubleshooting, supports hardware and software deployments, and ensures reliable operation of end‑user systems and peripherals. They will resolve complex issues related to workstations, peripherals, mobile devices, printers, video conferencing, and core Firm applications. Qualified candidates who enjoy providing exceptional customer service combined with strong communication skills to support a fast‑paced legal environment are encouraged to apply. This position requires in-office support.

Key Responsibilities

Provides Tier 2 deskside support for escalations from the Service Desk, including hardware, software, account, printing, networking, and mobile device issues.
Troubleshoots complex workstation problems related to Windows 10/11, Office 365, Teams, OneDrive, printers, security tools, and Firm-approved legal applications (iManage, BigHand, Intapp, Citrix, etc.).
Supports new‑hire onboarding, workstation setups, hardware replacement, and relocation/office moves.
Performs hands‑on support for workstation imaging, configuration, patching issues, driver problems, and peripheral troubleshooting.
Provides support for AV‑equipped conference rooms, Teams Rooms, webcams, microphones, monitors, and collaboration equipment.
Understands workflows unique to legal professionals, including trial preparation, document workflows, remote access, and mobile productivity.
Conducts onsite troubleshooting, walking users through resolutions or performing hands‑on repairs as needed.
Coordinates with the Service Desk, End-User Computing Engineers, Infrastructure, and Applications teams to elevate issues appropriately.
Follows through on all escalated tickets to ensure resolution and user satisfaction.
Assists with workstation lifecycle management including deployments, retirements, asset tagging, and documentation.
Provides after‑hours support on rotation when necessary for urgent issues or maintenance windows.
Maintains accurate records in the ITSM platform (Freshservice/Halo/etc.), documenting troubleshooting steps and resolutions.
Works closely with the Service Desk to identify training needs, recurring issue patterns, and opportunities for process or knowledge base improvements.

Knowledge, Skills, And Abilities Required

Must possess a high level of professionalism and interpersonal skills so as to be able to work well with employees at all levels within the organization and maintain all information in the strictest confidence. Required to use tact and diplomacy when dealing with others.
Must have the ability to read, write and communicate in fluent English; ability to compose documents in the appropriate business style using correct grammar and spelling; ability to communicate clearly using proper grammar and diction including online video meetings and audio communications including telephone calls, in person discussions, and online audio calls.
Must possess attention to detail, the ability to balance multiple projects, and strong time management skills.
Must have understanding of network basics (VPN, Wi‑Fi, DNS, IP addressing).
Must have strong knowledge of Windows 10/11, Microsoft Office 365, Teams, OneDrive, and common productivity tools.
Must have familiarity with ITIL concepts such as incident, problem, and change management.
Ability to process routine daily functions while being able to resolve sensitive issues and complex assignments utilizing above‑average critical thinking skills.
Ability to travel as necessary.

Experience And Education Qualifications

Associate’s degree in Information Technology or another IT‑related field preferred.
Minimum of 5 years of hands‑on deskside or field support experience required.
Law firm or professional services environment experience preferred.
Experience with legal applications such as iManage, BigHand, Intapp, Aderant, Workshare/CompareDocs, Citrix, and PDF tools preferred.
Industry certifications such as CompTIA A+, Network+, Microsoft 365, or Modern Desktop Windows are preferred.

Thompson Coburn LLP is a large, full service, multi-state firm with offices in Birmingham, Chicago, Dallas, Los Angeles, New York, St. Louis, Southern Illinois, and Washington D.C. At Thompson Coburn, our behavior and the expectations we have of ourselves are guided by the values that we hold in the highest regard: integrity, a passion for excellence, a focus on serving the client, a value of diversity, innovation, creativity, trust, and loyalty. Within the Firm, we value each other as people and colleagues. In addition to the exceptional working environment and a competitive salary, Thompson Coburn provides the following benefit options to qualifying employees: