Summary:

The Desktop Analyst delivers primary 2nd and 3rd level support to the user community.  Analysts are responsible for daily desktop systems deployment, maintenance, and support. This position works closely with the Helpdesk and other Information Technology groups to ensure timely and reliable service. Responsibilities:

• Install, configure, and troubleshoot desktop and laptop hardware, peripherals, operating systems, and firm business software.
• Troubleshoot client-side network connectivity issues both hardware (NIC/cabling) and software (application connectivity to servers/Internet).
• Configure and troubleshoot both HP network class and local printers.
• Perform interoffice computer equipment moves and new employee setups.
• Troubleshoot remote access issues both software and hardware.
• Setup and troubleshoot various Smartphone devices.
• Research and resolve software/hardware errors through OEM, vendors, and technical literature while routing other issues to appropriate staff when applicable.
• Monitor Desktop ticket queue and respond promptly to tickets keeping the user informed of status and resolutions while maintaining the firm’s service level agreement.
• Clearly document each case in the ticket management software, annotate all updates, and properly document a final resolution.
• Perform audio-visual setups including video conferencing, LCD projectors, laptops, and live webcast configurations to ensure meetings launch/start successfully by working closely with the AV and local Conference Service teams.
• Maintain and document inventory and supply needs including monitors, keyboards, mice, and other peripherals.
• Role will require assuming Operational responsibilities as needed.
• Requires regular (100%) in-office presence.

Qualifications:

• Bachelor’s degree preferred.
• 3+ years of desktop experience in an AMLaw 100 Firm.
• Excellent computer skills, including proficiency in using Windows 11, Active Directory, O365, iManage, Intune Company Portal, Microsoft Authenticator, System Center Endpoint Protection, Citrix, and VPN.  Hardware includes desktops, laptops, Smartphones, HP printers and scanners.
• The ability to quickly get up to speed and master new applications and software is critical.
• Exceptional hardware and software problem-solving and analytical abilities.
• Demonstrated proficiency with rollouts, migrations, and upgrades are required.
• Possess excellent written and verbal communication skills.
• Strong organizational and administrative skills.
• Excellent attention to detail and ability to execute through to completion.
• Creative problem-solving skills, reasoning ability, and logical thought process.
• Ability to work under pressure, prioritize competing demands, and meet various deadlines.
• Demonstrated ability to professionally interact and collaborate with colleagues at all levels.
• Ability to work independently and as part of a team.
• Outstanding sense of customer service.
• Enthusiastic, proactive, and positive attitude.
• Must be self-motivated to produce quality work.
• High level of integrity and honesty.
• Individuals should possess or consider pursuing MTA/MCSA certification and specialized computer training.
• Flexibility to work overtime when necessary.