Senior IT Service Desk Analyst - Legal Client Support

Frontline Managed Services; Creve Coeur (MO); On-site; USD 28,000 - 40,000; Full time

Job summary

Frontline Managed Services in Missouri seeks a Sr. Analyst to provide technical support for a portfolio of law firm clients, delivering high-quality service in fast-paced environments with discretion. This mid-level, client-facing role emphasizes first-call resolution and ownership of incidents.

You will manage escalations, collaborate with teams, support virtual desktops and remote access, and document outcomes clearly in ServiceNow. Strong communication and confidentiality are essential.

Qualifications

• 3+ years in a help desk or service desk environment.
• Experience supporting professional services clients; legal industry is a plus.
• Strong communication with non-technical users.
• Familiarity with ServiceNow and remote support tools.

Responsibilities

• Own full lifecycle of technical issues from intake through resolution and closure.
• Prioritize first-call resolution and take ownership of incidents.
• Escalate to Tier 3 with complete documentation when needed.
• Support multiple law firm clients with confidentiality requirements.
• Document troubleshooting steps in ServiceNow.
• Assist with workstation deployments and routine maintenance.

Skills

Customer service

Problem solving

Clear communication

Multitasking

Legal industry knowledge

Team collaboration

Education

CompTIA A+ Certification

Associate’s degree in information technology or related field

Tools

ServiceNow

Ticketing systems

Remote support tools

Microsoft 365

VPN/Remote access (VPN, VDI)

VMware Horizon

Job description

Frontline Managed Services in Missouri seeks a Sr. Analyst to provide technical support for a portfolio of law firm clients, delivering high-quality service in fast-paced environments with discretion. This mid-level, client-facing role emphasizes first-call resolution and ownership of incidents.

You will manage escalations, collaborate with teams, support virtual desktops and remote access, and document outcomes clearly in ServiceNow. Strong communication and confidentiality are essential.