Service Desk Specialist

Robins-Kaplan-LLP-; Minneapolis (MN); On-site; USD 42,000 - 46,000; Full time

Job summary

Robins Kaplan LLP seeks a Service Desk Specialist in Minneapolis, on-site, full-time. You will be the first contact for clients, resolving hardware/software issues, supporting Microsoft Office, law-specific apps, and collaboration tools while documenting interactions and escalating to Tier 2 when needed.

The role emphasizes excellent communication, proactive problem solving, and ongoing training. 37.5-hour weeks with potential overtime, in-office five days a week.

Qualifications

• Two years of IT support experience required.
• Call center and service desk experience preferred.
• Law firm experience preferred.

Responsibilities

• Provide first-level technical support via phone, email, chat, and in-person.
• Troubleshoot and maintain hardware and software including Office, Adobe, and legal apps.
• Document all interactions in the ITSM system.
• Coordinate unresolved issues to Tier 2 or vendors.
• Monitor system performance and apply updates and patches.
• Maintain proactive client communication and training materials.

Skills

Microsoft Office

Adobe Standard

Legal software

Active Directory

Networking concepts

Documentation

Customer service

Tools

ITSM software

Intune Company Portal

Okta 2FA

Job description

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you will find the contact information to request the appropriate accommodation by visiting the following our Accessibility Accomodation for Applicants page.

Service Desk Specialist

Locations

Showing 1 location

Minneapolis, MN, USA

• On-site
• Staff
• Full-Time
• Requisition #: SERVI001366

Description

JOB PURPOSE:
As a Service Desk Specialist in our Minneapolis Office, you will provide technical support services to all Robins Kaplan LLP clients via phone, email, desk-side visits, or walk-ins. You will be the first point of contact, responsible for promptly resolving technology issues and supporting clients with computer hardware and software setup and troubleshooting. This role involves enforcing firm policies, maintaining clear documentation, and collaborating with team members to deliver exceptional customer service.

ESSENTIAL FUNCTIONS:

• Provide exceptional first-level technical support via phone, email, chat, and in-person with a friendly and proactive approach.
• Troubleshoot, install, configure, and maintain hardware (computers, peripherals) and software, including Microsoft Office Suite, legal-specific Office add-ons, Adobe products, iManage Document Management, Zoom Video and Phone, InTune Company Portal, Okta 2FA, OCR software, ITSM software, NinjaOne, and other law-specific applications.
• Consistently document all client interactions, requests, incidents, and resolutions accurately within the ITSM system, ensuring clarity and completeness.
• Effectively coordinate or escape unresolved issues to appropriate Tier 2 teams or external vendors, maintaining clear communication and follow-up.
• Regularly monitor system performance, proactively apply necessary security patches and software updates to ensure optimal client productivity.
• Maintain clear, proactive communication with clients, providing frequent status updates and ensuring high levels of customer satisfaction.
• Create and update user-friendly training materials, guides, and troubleshooting documentation to empower clients and colleagues.
• Proactively identify and implement opportunities to improve processes, enhance service delivery, and increase operational efficiency.
• Engage actively in ongoing training, webinars, and self-study to continuously enhance technical expertise and customer support skills.
• Collaborate with team members and management and participate in periodic On-call rotations.
• Provide other services as requested by management.

KNOWLEDGE OR SKILLS REQUIRED:

• Strong proficiency in Microsoft Office Suite, Adobe Standard, and legal-specific software.
• Excellent verbal and written communication skills.
• Basic understanding of Active Directory and networking concepts.
• A proactive and detail-oriented approach to documentation and problem-solving.
• Outstanding customer service skills with an emphasis on client satisfaction and positive interactions.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• Must have at least two years of IT support experience.
• Call center and service desk experience preferred.
• Law firm experience preferred.

PHYSICAL DEMANDS OF POSITION:

Work is performed in a professional office environment and requires the following during the workday:

• Must be able to remain in a stationary position for long periods of time (working at a computer).
• Ability to move/traverse about inside the office intermittently throughout the day (attend meetings, access file cabinets, obtain supplies from supply room, etc.).
• Operate computer and other office equipment such as a copy machine, printer, telephone, etc.
• Individual will interact regularly with others verbally, in-person, and via written communication.
• May require heavy lifting (servers, printers, furniture, etc.).

IN ADDITION TO THE ESSENTIAL FUNCTIONS OUTLINED ABOVE:

• Individual in this position will provide additional assistance and support as directed by his/her supervisor.
• This job description is subject to change at any time.

The hourly pay rate for this position is $30.76 – $33.33 per hour ($60,000 –$65,000 annualized), depending on experience. This is a non-exempt position eligible for overtime. Employees typically work a 37.5-hour workweek; however, additional hours and overtime may be required based on business needs. Actual pay will be adjusted based on experience and other job-related factors permitted by law.

This position is fully on-site at our Minneapolis office, with an expectation of working in the office five days per week.

It is the policy of Robins Kaplan LLP to provide equal employment opportunities for all without regard to race, color, religion, gender, gender identity/expression, sexual orientation, age, national origin, disability or any other status protected by federal, state or local law. It is also our policy to work with individuals with disabilities when reasonable accommodations, sufficient to allow a person with a disability to perform the essential functions of their job, may be needed. It is our policy to be a workplace free from illegal discrimination and harassment.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.