Hybrid Service Desk Analyst - IT Support & Troubleshooting

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

Job summary

The Service Desk Analyst at Simpson Thacher & Bartlett LLP provides first line support for Firm applications and devices via phone, Teams, remote tools, and in person. You will diagnose issues, create ServiceNow records, and guide users with clear, step-by-step instructions.

Emphasis on incident prioritization, timely updates, and security-compliant procedures. Required are 2–4 years of relevant experience and a High School diploma or GED.

Qualifications

• High School diploma or GED equivalent required.
• 2 to 4 years of relevant experience required.
• Ability to communicate clearly and effectively, both verbally and in writing.
• Strong customer service focus with attention to detail and problem solving.
• Proficiency with Windows 11, Microsoft 365, Outlook, Teams and basic IT concepts.

Responsibilities

• Provide first line support by telephone, Teams, email, and in person for Firm applications and devices.
• Diagnose, resolve, and triage software, hardware, and connectivity issues; escalate when needed.
• Create and maintain ServiceNow records for incidents and follow-ups.
• Prioritize incidents based on impact and security considerations; communicate status updates.
• Support laptops, mobile devices, telephony, VPN, and Firm applications for various use cases.

Job description

The Service Desk Analyst at Simpson Thacher & Bartlett LLP provides first line support for Firm applications and devices via phone, Teams, remote tools, and in person. You will diagnose issues, create ServiceNow records, and guide users with clear, step-by-step instructions.

Emphasis on incident prioritization, timely updates, and security-compliant procedures. Required are 2–4 years of relevant experience and a High School diploma or GED.