Frontline IT Helpdesk Analyst

Hogan Lovells; Louisville (KY); On-site; USD 42,000 - 64,000; Full time

Job summary

Hogan Lovells Cadwalader is seeking an IT Service Desk professional to join our Information Technology Department. You will troubleshoot Windows 11, manage accounts and access, support VPN, email, Office applications, and conferencing tools across the firm’s global offices. Core hours are Monday–Friday 9:00 a.m.

to 5:30 p.m., with potential on-call support. You will assist with device provisioning, conference setups in Zoom/MS Teams, and maintain ticket workflows while upholding security

Qualifications

• Three+ years of work experience providing technology support in a legal or professional services setting preferred.
• ITIL certification preferred.
• Certifications such as Microsoft Certs, A+, Network+ Sec+ etc. desirable.
• College degree or equivalent combination of education and experience.

Responsibilities

• Respond to trouble calls and emails promptly in a courteous and accurate fashion.
• Diagnoses Hogan Lovells Cadwalader IT incidents and troubleshoots accordingly.
• Assists in documentation, approval and delivery of requested items and services.
• Resolves or routes email, Self-Service, and automated tickets that arrive to the Service Desk.
• Follows up on backlog tickets daily and escalates when necessary.
• Setup and maintenance of users' mobile devices and imaging of Windows machines.
• Assist with video conferences and AV setups in Zoom or MS Teams.
• Upholds Information Security best practices in all tasks.

Skills

Excellent verbal communication

Windows 11 troubleshooting

Accounts and access issues

VPN and network

Websites and browsers

Outlook and email delivery

Microsoft Office

Document management systems

IT hardware and accessories

Mobile devices and MDM

Video conferencing tools

Research tools, knowledge bases

MS Office suite mastery

Service desk tools

Education

College degree or equivalent education/experience

ITIL certification

Microsoft/A+/Network+ certifications

Tools

Windows OS

VPN

Ticketing systems

Remote support software

MDM for mobile devices

Knowledge bases

Zoom/MS Teams conferencing

Job description

Hogan Lovells Cadwalader is seeking an IT Service Desk professional to join our Information Technology Department. You will troubleshoot Windows 11, manage accounts and access, support VPN, email, Office applications, and conferencing tools across the firm’s global offices. Core hours are Monday–Friday 9:00 a.m.

to 5:30 p.m., with potential on-call support. You will assist with device provisioning, conference setups in Zoom/MS Teams, and maintain ticket workflows while upholding security