IT Service Desk Analyst
Pilsbury Law

Nashville, Tennessee

Job Description

The IT Service Desk Analyst investigates and resolves software/hardware problems and connectivity issues for computer users as well as generally assisting users. The IT Service Desk Analyst is responsible for interviewing users, collecting information about problems, leading users through diagnostic procedures, and handling problem recognition, research, isolation, resolution , documentation, and follow-up.

The schedules for the 24x7 Service Desk are built around historical user support patterns, assigning each of the 12 positions into the most effective time slot to maximize analyst coverage (phones and email) during peak hours and stretch resources across historically slower periods. All Service Desk members are required to do their share of "voluntary" overtime when rollouts, system changes and others' scheduled PTO create ongoing staffing shortages when providing appropriate coverage. Certain shifts require working in the office 3-days per week.

KEY RESPONSIBILITIES

• Responding to support requests presented in both calls and e mails
• Logging and tracking support requests using the current ticketing ( ServiceNow ) database. Maintain historical records and related problem documentation.
• Actively participate in firmwide project efforts, as well as participate in testing efforts and documenting results.
• Form effective professional relationships on behalf of the Service Desk team with all levels of the Firm including IT colleagues, executives, management and staff.
• The successful candidate will thrive in a fast-paced environment, seek to provide superior service to the client, and embrace working in a team environment as well as independently

REQUIRED EDUCATION, KNOWLEDGE & EXPERIENCE

• A minimum of 3+ year's solid experience in the technology support field with an emphasis on application support.
• Related certification or equivalent, e.g., 2-year certificate from a college or technical school.
• A+ and/or Network+ certification, is a plus.
• Knowledge of Windows 10, Windows 11, Office2016 and Office365, Word 2016, Excel 2016, Outlook 2016, and Adobe Acrobat DC Pro or later an d Internet Explorer/Edge 10 or higher .
• Familiar with supporting and troubleshooting various remote access tools including VPN, Citrix or Web Mail.
• Experience supporting document management systems (e.g. NetDocuments or iManage) or Aderant Expert is a plus.
• Experience supporting MFA or SMS enrollments and mobile apps on both iPhone and Android devices

REQUIRED SKILLS AND ABILITIES

• Weekly assessments are employed to measure consistent progress and technology proficiencies during an 8-week training plan.
• The ability to effectively multitask in a fast-paced support center environment.
• Ability to read, analyze, and interpret common technical instructions
• Ability to apply instructions to resolve customer problems in a timely manner
• Demonstrate strong written and verbal communication skills.
• Attendance in training on required applications is expected.
• When necessary, this position involves requires overtime and/or shifts on weekends or corporate holidays, and some in-office workdays based on schedules.

PHYSICAL REQUIREMENTS

• Ability to sit in your assigned work area, and answer phones, respond to emails in a timely manner, and type proficiently for long periods of time.

Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer.

If you require an accommodation in order to apply for a position, please contact us at PillsburyWorkday@pillsburylaw.com .

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