Get the chrome extension Service Desk Analyst
Quadrant, Inc.
Service Desk Analyst
Bethesda, MD (Remote)
Pay From: $25.00 per hour
MUST:
Experienced Service Desk Analyst
3 5 years of professional customer support experience preferred
Prior customer and end-user functional/application support experience required
Experience troubleshooting and analyzing software and system application issues
Experience working with CRM ticketing systems, Help Desk tools, or similar platforms
Understanding of Federal Grants processes and/or System Development Life Cycle (SDLC) is a plus
Excellent written and verbal communication skills
Strong problem-solving, analytical, and critical-thinking skills
Strong customer service, research, and organizational skills
Must be able to pass a background investigation and qualify for a Public Trust clearance
No specific certification required
Bachelor s degree preferred
DUTIES:
Engage with a high volume of customers and respond to software service requests by phone and web-based communication
Provide functional customer service and application software support to Federal Grants Lifecycle users
Triage customer issues and document troubleshooting methodology in the CRM ticketing system
Troubleshoot and analyze system application issues accurately in a fast-paced environment
Maintain accurate ticket information and provide timely updates
Follow established escalation procedures for unresolved or complex issues
Support internal and external users with system and application-related issues
Review training materials and available resources to provide accurate information to end users
Work with team members and subject matter experts to document and communicate system or process changes
Analyze and resolve system problems using documented procedures, available tools, and technical knowledge
Identify and utilize appropriate resources to resolve customer issues
Maintain a high level of customer satisfaction through timely and accurate issue resolution
Participate in continuous improvement and team problem-solving activities
IT Service Desk Analyst
Gould & Ratner LLP
Gould & Ratner LLP is seeking a customer service-oriented IT Service Desk Specialist to join our Technology team in Chicago. A midsize law firm with offices in Chicago and Denver, Gould & Ratner combines sophisticated legal and business counsel with personal attention, practical solutions, and lasting relationships. We bring that same commitment to service to the technology support we provide our attorneys and professional staff.
In this role, you will be a welcoming, dependable first point of contact for technology questions and issues. You will help people work effectively by delivering timely support, explaining solutions clearly, and following through until their needs are addressed. The ideal candidate enjoys helping others, approaches challenges with patience and curiosity, and understands that excellent IT support requires both technical ability and strong interpersonal skills.
This position is primarily onsite in our Chicago office, five days per week. A hybrid arrangement may be considered in the future based on demonstrated performance, onsite coverage requirements, and the firm’s operational needs.
Key Responsibilities
- Deliver exceptional customer service. Provide friendly, professional, and responsive assistance in person, by phone, and through remote support. Listen carefully, communicate without unnecessary technical jargon, and help users feel comfortable asking for assistance.
- Own requests through resolution. Record, prioritize, troubleshoot, and resolve service desk tickets. Keep users informed of progress, set clear expectations, and confirm that issues have been resolved.
- Support everyday technology. Troubleshoot Windows laptops, Microsoft 365 applications, Outlook, Teams, printers, docking stations, monitors, mobile devices, and other hardware and software.
- Support firm applications. Help users navigate and troubleshoot document management, PDF, time entry, and other business applications, learning the firm’s systems and workflows as needed.
- Keep meetings running smoothly. Set up, test, and troubleshoot conference room technology, audio-visual equipment, video conferencing, and presentation tools.
- Assist with employee onboarding and departures. Prepare and deploy equipment, coordinate access according to approved procedures, introduce new employees to firm technology, and support equipment recovery and access changes.
- Coordinate escalations. Work with internal team members, the firm’s managed service provider, and application vendors when additional expertise is needed, maintaining communication with users throughout the process.
- Maintain useful documentation. Document troubleshooting steps and resolutions, maintain equipment records, and contribute to knowledge articles and practical user instructions.
- Promote secure technology practices. Follow established security procedures, protect confidential information, and promptly escalate suspicious activity or potential security concerns.
- Improve the support experience. Identify recurring issues, share observations with the Technology team, and recommend ways to make support more consistent and effective.
Requirements
- Approximately two years of experience in an IT service desk, desktop support, or similar technical support role.
- A demonstrated commitment to customer service, including patience, empathy, professionalism, and reliable follow-through.
- Strong verbal and written communication skills, with the ability to explain technical information to people with varying levels of experience.
- Working knowledge of Windows and Microsoft 365, including Outlook, Teams, Word, Excel, and OneDrive.
- Experience troubleshooting laptops, peripherals, printers, mobile devices, and common connectivity issues.
- Familiarity with ticketing systems, remote support tools, and documenting technical issues and resolutions.
- Strong organizational skills and the ability to balance competing requests while recognizing business urgency.
- Sound judgment and discretion when working with confidential or sensitive information.
- An associate’s degree in information technology or a related field, or an equivalent combination of relevant experience, training, and certifications.
Law firm experience is preferred but not required. Candidates with strong customer service skills and technical support experience in other professional environments are encouraged to apply.
Preferred Experience
- Supporting document management systems such as NetDocuments or iManage.
- Supporting legal productivity applications such as Litera, document comparison tools, and PDF software.
- Assisting with Microsoft 365 account access, multifactor authentication, and mobile device setup.
- Supporting conference room systems and video conferencing.
- Working with an external managed service provider or supporting users across multiple offices.
Benefits
- The target salary equivalent range of this role is $70,000-$80,000 based on a 35 hour work week. Hours worked over 35 hours in any week are paid at time and a half. Salary determinations are based on numerous factors, such as, but not limited to, the relevant market and the skill, experience, class or graduation year, and education of the selected candidate.
- Healthcare (medical, vision, dental), life and long-term disability insurance.
- Profit sharing plan and 401k.
- Generous vacation, personal, & sick time allowance.
- Low turnover, collegial and collaborative environment.
- Full-time (35 hours per week, overtime rarely needed)
- Office hours typically 8:30-4:30
- Non-Exempt
- This role is fully on site in our Chicago office.
IT Service Desk Analyst
22nd Century Technologies, Inc.
Onsite Role from day 1
Duration: Long Term
Experience / Education / Preferred Certification
Minimum of 3 years' Service Desk experience
Minimum BS/AA degree in a technology-related curriculum
CompTIA A+ certification (Required)
Other certifications desired Help Desk Institute (HDI) and/or ITIL foundation level
Skills:
1) Knowledge of Windows 10 operating system troubleshooting and understanding of MAC operating systems
2) Knowledge of Office 2019 suite and Microsoft 365
3) Excellent customer service skills
4) Experience with Remote desktop tools
5) Experience with ITSM tools (for example CA Service Desk Manager)
6) Knowledge of VPN related troubleshooting
7) Familiarity with cloud-based applications and primary diagnosis and troubleshooting of internet applications
8) Knowledge working on ACD phones
9) Excellent communication skills
10) Experience with chat support and email support in addition to phone support is a plus
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.