Global IT Service Desk Analyst

Hogan Lovells Cadwalader; Louisville (KY); On-site; USD 45,000 - 65,000; Full time

Job summary

Hogan Lovells Cadwalader is seeking an IT Service Desk Analyst to provide first-line support to a globally distributed user base. The role focuses on incident logging, remote resolution, and ensuring service levels are met.

You will troubleshoot Windows 11, VPN, email, and Office applications while maintaining security practices. The position offers standard hours Monday–Friday, with a 37.5-hour workweek and remote collaboration across offices.

Qualifications

• Three (3)+ years of technology support experience in a professional services setting preferred.
• ITIL certification preferred; other certifications desirable.

Responsibilities

• Answer calls and emails promptly and courteously.
• Troubleshoot Windows 11, VPN, accounts, network connections, and Office applications.
• Assist with setup and support of video conferences and AV equipment.
• Document and track incidents using the service management tool.
• Coordinate workstation moves and device provisioning as needed.

Skills

Windows 11

VPN access

Outlook & Office

Mobile devices

Video conferencing

IT security best practices

Research tools & knowledge bases

Education

ITIL Certification

College degree or equivalent

Tools

Ticketing systems

Remote support software

Job description

Hogan Lovells Cadwalader is seeking an IT Service Desk Analyst to provide first-line support to a globally distributed user base. The role focuses on incident logging, remote resolution, and ensuring service levels are met.

You will troubleshoot Windows 11, VPN, email, and Office applications while maintaining security practices. The position offers standard hours Monday–Friday, with a 37.5-hour workweek and remote collaboration across offices.