IT Service Desk Analyst
Pilsbury Law

Job Info

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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 and follow-up.

Responsibilities include but are not limited to:

• Logging and tracking calls using the current ticketing (ChangeGear) 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 and Experience
• A minimum of three years solid experience in the technology support field.
• Related certification or equivalent, e.g., 2-year certificate from a college or technical school, A+ and/or Network+ certification, is a plus.
• Ability to read, analyze, and interpret common technical instructions.
• Ability to apply instructions to resolve customer problems in a timely manner.
• Knowledge of Windows 10, Word 2016, Excel 2016, Outlook 2016, and Adobe Acrobat DC or later.
• Be familiar with supporting and troubleshooting various remote access tools including VPN, Citrix or Web Mail. Attendance in training on required applications is expected. Having supported document management systems (e.g. NetDocuments) or Aderant Expert is a plus.
• The ability to effectively multitask in a fast-paced support center environment. Demonstrate strong written and verbal communication skills.
• This position involves overtime and/or shifts on weekends or corporate holidays when necessary. Ability to lift up to 50 pounds individually or assist in the lifting of large parcels
• Ability to sit in your assigned work area and answer phones for long periods of time Additional Job Description

Additional Job Description

• A minimum of 3+ year's solid experience in the technology support field
• Related certification or equivalent, e.g., 2-year certificate from a college or technical school,
• A+ certification, is a plus.
• Ability to read, analyze, and interpret common technical instructions
• Ability to apply instructions to resolve customer problems in a timely manner
• Knowledge of Windows 10, Word 2016, Excel 2016, Outlook 2016, Adobe Acrobat DC or later and Internet Explorer 10 or higher
• Be familiar with supporting and troubleshooting various remote access tools including VPN, Citrix or Web Mail. Attendance in training on required applications is expected. Having supported document management systems (e.g. NetDocuments) or Aderant Expert is a plus
• Ability to lift up to 50 pounds individually or assist in the lifting of large parcels Ability to sit in your assigned work area and answer phones for long periods of time Physical Requirements of the Position
• Ability to lift/carry file boxes (25 lbs max)

Qualifications

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 creates ongoing staffing shortages when providing appropriate coverage. Further, when a staff member leaves the firm, all others' shifts may be temporarily modified to cover until the position is filled.

Maintaining a full team is essential not only to cover typical ongoing support needs but to also effectively support the required Windows OS updates, the kickoff, pilot and completion of the NetDocuments Email project, the ongoing Exchange 2018 migration, Soundpath for conference calls, the Fusion Communicator for mobile devices, a replacement ACD system, the new Asset Management system and the replacement of FTP with a new File Sharing solution.

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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