Dynamic Hybrid Service Desk Analyst – IT Support

Simpson Thacher & Bartlett LLP; New York (NY); On-site; USD 80,000 - 95,000; Full time

Job summary

Simpson Thacher & Bartlett LLP seeks a Service Desk Analyst to provide frontline support for Firm applications, PCs, laptops, tablets, and smartphones. You will handle incidents via phone, Teams, remote tools, and in person, documenting each interaction in ServiceNow and coordinating with IT teams.

The role requires 2–4 years of relevant experience, strong communication skills, and a solid working knowledge of Windows 11, MS Office, and security practices. On-site work in New York is expected.

Qualifications

• 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 clearly.

Responsibilities

• Provide first line support by telephone, Teams, remote tools, email, and in person for firm applications, computers and devices.
• Diagnose and resolve software, hardware, account-access, printing, connectivity, and remote-access issues.
• Create and maintain a ServiceNow record for each support interaction with issue, impact, troubleshooting, and resolution details.
• Prioritize incidents based on urgency, impact, security risk, and guidelines; own through resolution or escalation.
• Communicate clear, concise guidance and provide timely status updates to users and teams.
• Follow identity verification, password, MFA, information security, and access control procedures.

Skills

Phone support

Microsoft Teams

Windows 11

MS Office

Customer service

Troubleshooting

Security awareness

Team communication

Education

High School diploma or GED

Technical skill coursework (preferred)

Tools

ServiceNow

iManage

Citrix

VPN

Job description

Simpson Thacher & Bartlett LLP seeks a Service Desk Analyst to provide frontline support for Firm applications, PCs, laptops, tablets, and smartphones. You will handle incidents via phone, Teams, remote tools, and in person, documenting each interaction in ServiceNow and coordinating with IT teams.

The role requires 2–4 years of relevant experience, strong communication skills, and a solid working knowledge of Windows 11, MS Office, and security practices. On-site work in New York is expected.