IT Service Desk Analyst - Windows & Office Pro

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

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.