Service Desk Analyst

Ogletree Deakins; Greenville (SC); Remote; USD 52,000 - 76,000; Full time

Benefits offered by this job

401(k) matching

Paid time off

Health insurance

Dental & vision

Job summary

Ogletree Deakins is seeking an experienced Service Desk Analyst to provide first- and second-level technical support across hardware and software. The role emphasizes excellent customer service, clear communication, and efficient issue resolution from a remote-capable, enterprise environment.

Work hours are Monday–Friday, 10 am–7 pm ET, with occasional overtime for 24/7 coverage. The candidate must reside in a state with a firm office, and compensation varies by location with strong benefits.

Qualifications

• A four-year technical degree or equivalent work experience.
• 4+ years of Service Desk experience in a fast-paced enterprise environment.
• 4+ years of Microsoft product support experience, including Windows and Office 365.
• Excellent customer service and communication skills (face-to-face, phone and email).
• Independent analysis, troubleshooting, and multi-issue handling ability.
• Strong sense of urgency and quick triage capabilities.
• Curiosity about technology and ongoing learning.

Responsibilities

• Logs all help desk calls and email requests into the ITSM system; updates incidents daily.
• Analyzes, troubleshoots, and resolves issues aiming for high first-call resolution.
• Escalates incidents appropriately when needed and provides workarounds.
• Follows up to ensure resolution and fulfills requests.
• Maintains and contributes to the IT Service Management knowledge base.
• Participates in testing of new applications and special projects.

Skills

Customer service

Communication

Troubleshooting

Multi-tasking

Teamwork

Education

Four-year technical degree or equivalent

Tools

Windows 10/11

Office 365

Intune

Azure

Active Directory

ShareFile

VPN/Citrix

Job description

Position Summary

Ogletree Deakins has an opportunity for an experienced Service Desk Analyst to join the firm’s Technology Department. The Service Desk Analyst is primarily responsible for first- and second-level phone and email technical support for the firm on a variety of hardware and software. The Service Desk Analyst must possess excellent customer service skills and the ability to communicate effectively and efficiently. This position may be remote, but the successful candidate must reside in a state where the firm has a physical office. Work Hours for this position are Monday – Friday, 10 am – 7 pm Eastern. Occasional overtime may be required to maintain adequate staffing for a 24/7, 365 Service Desk

Essential Functions

• Problem analysis and resolution
  • Logs all help desk calls & email requests into the current IT Service Management System and updates incident and/or problem information on a daily basis
  • Analyzes, troubleshoots, and resolves issues with a goal of 85% First Call Resolution.
  • Escalates incidents appropriately when necessary.
  • Met the business need by providing a usable workaround and effectively communicates expectations to users.
  • Follows up in a timely manner, ensuring the issue is resolved or the request is fulfilled.
• Contributes to the IT Service Management knowledge base.
• Contributes to the good of the IT Department and the entire firm.
• Participates in new application testing and special projects.

The following are some of the most common technologies used in the offices that may be supported by the Service Desk Analyst:

• Dell and Lenovo docks and laptops
• HP and Ricoh Printers/Copiers, Printer Logic
• Windows 10/11, Mimecast
• iManage Work10 (DMS), Aderant, Intapp
• Litera Desktop applications, BigHand, Office 365 applications including Teams
• Mobile device support (Intune), iOS, Android and Windows devices.
• VPN, Citrix, Active Directory, Azure, Sharefile

Requirements

• Four-year technical degree or equivalent work experience.
• 4+ years of Service Desk experience in a fast-paced enterprise environment. Law firm experience a major plus.
• 4+ years of Microsoft product support experience, including Windows and Office 365.
• Excellent customer service and communication skills (face-to-face, phone and email)
• Independent analysis, troubleshooting, advanced problem solving, and the ability to handle multiple issues at once.
• Excellent sense of urgency and the ability to triage incidents, problems, tasks, and projects quickly
• Demonstrated curiosity about technology, with the ability to see issues, tasks, and projects through from start to finish.
• Commitment to continuous improvement, ongoing learning, and staying current with evolving technology trends.
• Ability to communicate expectations and provide workarounds
• Working knowledge of an enterprise network and local PC diagnostic utilities
• Ability to be productive independently and as a member of a team

Preferred

• Law firm experience a major plus
• Help Desk Institute or ITIL v3 Foundation certification or experience a plus
• Document Management System support experience
• SCCM and Intune experience
• Mobile Device Management experience
• Familiarity with popular AI tools and an interest in applying emerging technologies to improve support processes.

Wage Transparency

The pay range for this remote position varies by location. Pursuant to the applicable state and local regulations the pay range for each location is listed below. Actual compensation is contingent on relevant experience, education, skills, and other job-related factors as permitted by law. This role is also eligible for performance-based bonuses and the benefits described below.

Ogletree is a multi-state employer. The pay ranges listed reflect compensation for the specific location identified. For roles performed in locations not listed, compensation will be determined based on the applicable location for the position.

• California: Pay range $55,250 to $84,198
• Colorado: Pay range $58,963 to $76,305
• Connecticut: Pay range $58,963 to $76,305
• Hawaii: Pay range $65,062 to $84,198
• Illinois: Pay range $61,880 to $80,080
• Jersey City, New Jersey: Pay range$65,062 to $84,198
• Maryland: Pay range $55,250 to $76,305
• Massachusetts: Pay range $61,880 to $84,198
• Minnesota: Pay range $$55,250 to $71,500
• Nevada: Pay range $53,570 to $69,326
• New Jersey: Pay range $65,062 to $84,198
• New York City, New York: Pay range $65,062 to $84,198
• New York State: Pay range $53,250 to $84,198
• Ohio: Pay range $53,570 to $69,326
• Rhode Island: Pay range $53,570 to $71,500
• Washington, D.C.: Pay range $65,062 to $84,198
• Washington (State): Pay range $65,062 to $84,198

Benefits

Ogletree Deakins offers a robust suite of benefits for our Staff including: Paid Time Off, Paid Sick Leave, a 401(k) matching program, Profit Sharing, Paid Holidays, Paid Parental Leave, affordable Health and Life Insurance including Dental & Vision coverage, Health Savings Account /Flexible Spending Accounts to help offset the cost of dependent care and/or health care expenses, Tuition Reimbursement and an Employee Assistance Program.

Contact Information

If you have questions, please e-mail Andrew Doucet at [e-mail] with “Service Desk Analyst" in the subject line.

Firm Overview

Ogletree Deakins is one of the largest labor and employment law firms representing management in all types of employment-related legal matters. Best Law Firms® has named Ogletree Deakins a “Law Firm of the Year” for 14 consecutive years. In the 2025 edition, the publication named Ogletree Deakins its “Law Firm of the Year” in the Litigation – Labor and Employment category. Ogletree Deakins has more than 1,100 attorneys located in 60 offices across the United States and in Europe, Canada, and Mexico. The firm represents a diverse range of clients, including many of the Fortune 50 companies in the U.S.

We are fully committed to the importance of diversity within the legal profession, as well as all workplace environments.

Equal Opportunity Employer.