Help Desk Analyst

jacksonlewis; Washington (District of Columbia); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, vision, life and DIS

401(k) Retirement Plan

Flexible Spending and Health Savings

Firm-paid holidays, vacation and sick

Employee assistance program

Job summary

Jackson Lewis P.C. seeks an independent, detail‑oriented Service Desk Analyst to provide first contact phone and email support to attorneys and business professionals. The role includes deskside support for the DC office and regional requests, with strong customer service as the objective.

You will document issues, work with the team on Service Desk projects, and assist with moves, adds, changes, and upgrades while maintaining SLA targets and quality support.

Qualifications

• At least 2 years of Service Desk experience.
• Excellent knowledge of Windows operating systems.
• Proficient with the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Exchange).
• PC hardware proficiency; macOS is a plus.
• Experience with IT ticketing systems; ServiceNow is a plus.
• Excellent customer service and communication skills.
• Reliable with punctuality and attendance; able to work independently.
• Law firm experience is a plus.

Responsibilities

• Provide first contact phone and email support to attorneys and business professionals.
• Support deskside in the DC office and regional needs as directed.
• Deliver high-quality end-user hardware and software desk-side support.
• Document issues/requests in the Service Desk system.
• Collaborate with the support staff on Service Desk projects.
• Escalate and track issues to closure and report progress as required.
• Assist with system moves, adds, changes, and upgrades.
• Contribute troubleshooting improvements and share knowledge with the team.

Skills

Service Desk

Windows OS

MS Office Suite

PC Hardware

macOS

Incident Management

ServiceNow

Customer Service

Communication Skills

Team Player

Lifting Equipment

Law Firm Experience

Education

Associate degree

Tools

ServiceNow

Job description

Focused on employment and labor law since 1958, Jackson Lewis P.C.'s 1,000+ attorneys located in major cities nationwide consistently identify and respond to new ways workplace law intersects business. We help employers develop proactive strategies, strong policies and business-oriented solutions to cultivate high-functioning workforces that are engaged and stable, and share our clients' goals to emphasize belonging and respect for the contributions of every employee.

The Firm is ranked in the First Tier nationally in the category of Labor and Employment Litigation, as well as in both Employment Law and Labor Law on behalf of Management, in the U.S. News - Best Lawyers® "Best Law Firms".

The Firm is seeking an independent, detail-oriented individual to provide first contact telephone and email support to attorneys and business professionals. This role will also support deskside to their local office and region as needed and directed. The analyst will provide excellent customer service with the objective of providing immediate solutions for end user issues and requests.

Essential Functions

• Provide exceptional customer service.
• Provide phone support while maintaining high availability standards
• Provide high level application, desktop, and telecom software and hardware support with the expectation of immediate solutions for end user issues.
• Document end user issues/requests utilizing the IT Service Desk service management application.
• Provide end-user hardware and software desk-side system support.
• Work in conjunction with entire support staff in the successful completion of all Service Desk related projects.
• Work toward team standards in relation to the current Service Level Objectives.
• Provide identification/resolution for IT Infrastructure and desktop issues.
• Furnish reports, information and/or documentation as directed by management.
• Retain ownership of all issues/requests assigned until escalation or closure.
• Assist with execution of system related moves, adds, changes, and upgrades.
• Compile/Document/Distribute new troubleshooting techniques when it would benefit the team.
• Participate in department initiatives and represent the department as a member of the technical staff, including continued learning and education via training platforms and other educational opportunities as required.
• Computer imaging as needed and directed.
• Identify/document reoccurring issues and present possible solutions to management, as well as suggest/implement innovative ideas to improve the Service Desk processes.
• May require occasional travel to other office locations or work outside standard business hours to support IT needs.

The essential functions listed above are not exhaustive and may be revised by the Firm as needed.

Qualifications/Skills Required

• At least 2 years of Service Desk experience.
• Excellent knowledge of MS Windows operating systems.
• Excellent knowledge of Microsoft Office Suite including Word, Excel, PowerPoint, Outlook and Exchange.
• PC hardware proficiency.
• Experience with macOS is a plus.
• General understanding of Incident Management and IT ticket systems. Experience with ServiceNow is a plus.
• Excellent customer service skills, including verbal and written communication skills; as well as telephone, interpersonal, analytical and organizational skills.
• Reliable with punctuality and attendance.
• Team player, creative, innovative, flexible & enthusiastic.
• Ability to work independently on special assignments.
• Must be able to lift computer equipment.
• Law firm experience a plus.

Educational Requirements

Associate's degree in a related field preferred, or equivalent combination of education and 2 to 4 years of relevant work experience.

#LI KM

For DC, the expected salary range for this position is between $30.00 and $35.00. The actual compensation will be determined based on experience and other factors permitted by law.

Jackson Lewis offers a competitive benefits package that includes:

• Medical, dental, vision, life and disability insurance
• 401(k) Retirement Plan
• Flexible Spending and Health Savings Account
• Firm-paid holidays, vacation and sick time
• Employee assistance program and other firm benefits

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristics protected by law.