IT Service Desk 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 delivers decisive counsel at the intersection of finance, business, and regulation, helping clients succeed when it matters most. We are a leading global law firm trusted to advise on complex, high-stakes matters, combining global scale with local intelligence to help clients move markets, shape industries, define new opportunities, and succeed. With more than 3,100 lawyers worldwide, we bring sharp thinking, deep commercial understanding, and an uncompromising commitment to delivering exceptional outcomes for clients. The Information Technology Department is responsible for the implementation, provision, and support of all information and technology services within the firm, including user support, reliable network connectivity, delivery of solutions, and applications development and maintenance. Members of this department are located across the globe and are committed to providing a high quality of service for our people.

KEY RESPONSIBILITIES

• Ensures that all trouble calls and emails are answered in a prompt, courteous and accurate fashion.
• Ensures that calls and emails are handled with Information Security best practices in mind.
• Diagnoses of 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 on a daily basis.
• Escalates trouble calls to resolver groups or to Service Desk leadership when necessary.
• Utilizes the Hogan Lovells service management tool to enter IT tickets so that issues may be tracked.
• Setup and maintenance of users’ mobile devices.
• Coordination and completion of workstation moves, installations, PC replacements, etc., as necessary, especially with relocations. This will require the imaging of Windows machines.
• Assists clients and visitors to the office with laptop access and printer installations in conference rooms, visitor offices, etc.
• Assists with the setup and support of video conferences and audio/visual technology for meetings typically through Zoom or MS Teams.
• Appropriately uses time between calls to update personal backlog, assist with the team’s backlog, perform research, etc..
• Prioritizes availability and readiness to answer calls.
• All members of the firm are encouraged to participate in our Responsible Business program.
• Other duties as assigned.

QUALIFICATIONS REQUIRED SKILLS

• Excellent verbal communication and interpersonal skills.
• Proven experience in troubleshooting the following: Windows 11 operating systems
• Accounts and access issues
• Network connections and VPN
• Websites and browsers
• Outlook and email delivery
• Microsoft Office products
• Document management systems
• IT hardware and accessories
• Mobile devices and MDM applications
• Conferencing applications
• Advanced skill in using research tools such as knowledge bases, search engines, technology forums, AI, and personal notes for researching solutions.
• Advanced knowledge of Microsoft Office (Outlook, Word, Excel, and PowerPoint).
• Experience with common Service Desk and call center applications such as softphones, ticketing systems, knowledge bases, and remote support software

EDUCATION, CERTIFICATIONS AND/OR EXPERIENCE

• Three (3)+ 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.

HOURS

Core hours are generally Monday through Friday, 9:00 a.m. to 5:30 p.m., including an unpaid meal period. This position is based on a standard 37.5-hour workweek. Additional or adjusted hours may be required to meet business needs and must be worked in accordance with applicable overtime requirements and firm policies. This job description sets forth the responsibilities of this position and may be changed from time to time as shall be determined.

Hogan Lovells Cadwalader is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, age, national origin, disability, sexual orientation, gender identity or expression, marital status, genetic information, protected Veteran status, or other factors protected by law.

Hogan Lovells Cadwalader complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Benefits Department at [e-mail].

Hogan Lovells Cadwalader brings together more than 3,100 lawyers across 36+ worldwide offices, combining global reach with deep sector expertise. Strategically placed at the intersection of business, finance, and government. Working seamlessly across practice areas and borders. Our combination marks a new chapter. Prepare to join teams of people that want you to succeed, where ideas move quickly, support is shared freely, and colleagues help each other grow, creating an inclusive culture where everyone can belong. You’ll be challenged to perform at the highest level in an environment shaped by precision, judgement, and exceptional standards. It’s a culture that expects excellence and gives you the opportunity to develop in every moment. Hogan Lovells Cadwalader is a global law firm with offices in many jurisdictions and countries. Some of the information displayed may not be applicable to the region in which you are applying, your individual situation or the local legal framework. The system uses standard terminology that applies irrespective of whether you are/will be an employee, partner or self-employed.