IT Service Desk Analyst - Windows & Mobile Support

Insight Global; Louisville (KY); On-site; USD 42,000 - 62,000; Full time

Job summary

Hogan Lovells is seeking an IT Service Desk Analyst in Louisville, KY to provide frontline technology support for users and incidents. You will help users with computer and mobile device issues, ensuring timely responses and adherence to security best practices across all requests.

The role involves diagnosing incidents, following up on backlogs, coordinating device moves, and supporting video conferences and meetings with Zoom or MS Teams.

Qualifications

• Advanced knowledge of Microsoft Office applications.
• Strong understanding of document management systems.
• Proven ability to troubleshoot Windows 11 on desktops and laptops.
• 3 years of IT support experience in a legal or professional services setting is preferred.
• College degree preferred; experience may substitute for degree.

Responsibilities

• Respond to IT service requests via phone and email promptly, courteously and accurately.
• Handle requests with Information Security best practices in mind.
• Diagnose Hogan Lovells IT incidents and troubleshoot accordingly.
• Follow up on backlog tickets daily.
• Escalate issues to resolver groups or Service Desk leadership when necessary.
• Log IT tickets in the Service Management tool to track issues.
• Set up and maintain users’ mobile devices.
• Coordinate workstation moves, PC replacements, and imaging of Windows machines as needed.
• Assist clients and visitors with laptop access and printer installations in conference rooms and offices.
• Support video conferences and A/V for meetings, typically using Zoom or MS Teams.

Skills

MS Office Suite

Document management

Mobile devices

Windows 11 troubleshooting

Education

College degree preferred

Experience can substitute for degree

Job description

Hogan Lovells is seeking an IT Service Desk Analyst in Louisville, KY to provide frontline technology support for users and incidents. You will help users with computer and mobile device issues, ensuring timely responses and adherence to security best practices across all requests.

The role involves diagnosing incidents, following up on backlogs, coordinating device moves, and supporting video conferences and meetings with Zoom or MS Teams.