IT Service Desk Analyst

JOB DESCRIPTION

• Ensures that all trouble calls and emails are answered in a prompt, courteous and accurate fashion.

• Ensures that calls and emails are handled with Information Security best practices in mind.

• Diagnoses of Hogan Lovells IT incidents and troubleshoots accordingly.

• Follows up on backlog tickets on a daily basis.

• Escalates trouble calls to resolver groups or to Service Desk leadership when necessary.

• Utilizes the Hogan Lovells Service Management tool to enter IT tickets so that issues may be tracked.

• Setup and maintenance of users’ mobile devices.

• Coordination and completion of workstation moves, installations, PC replacements, etc., as necessary, especially with relocations. This will require the imaging of Windows machines.

• Assists clients and visitors to the office with laptop access and printer installations in conference rooms, visitor offices, etc.

• Assists with the setup and support of video conferences and audio/visual technology for meetings typically through Zoom or MS Teams.

• Meeting of performance standards as set forth by the IT Service Desk management team;

• Other duties as assigned.

QUALIFICATIONS

REQUIRED SKILLS

• Excellent verbal communication skills and computer troubleshooting skills.

• Advanced knowledge of Microsoft Office (Outlook, Word, Excel, and PowerPoint).

• Strong understanding of document management systems.

• Advanced knowledge of mobile devices including, but not limited to, Android, BlackBerry and iOS devices.

• Proven experience in troubleshooting Windows 11 desktop and laptop systems.

• Knowledge of Windows administration.

• Experience in troubleshooting network problems.

EDUCATION, CERTIFICATIONS AND/OR EXPERIENCE

• Two (2)+ years of work experience providing technology support in a legal or professional services setting preferred.

• ITIL certification preferred.

• Certifications such as Microsoft Certs, A+, Network+ Sec+, etc. desirable.

• College degree or equivalent combination of education and experience.

HOURS

Core support hours are 9:00 a.m. to 5:30 p.m. ET, with one hour for lunch. Must be flexible to work other hours/shifts as needed.