IT Service Desk Analyst

Kilpatrick, a large international law firm, is seeking a Service Desk Analyst for our IT Department, working remotely. The role involves providing 24/7 first level firm‑wide support for customers with technology problems and documenting, categorizing, and assessing support calls while escalating as required.

Scheduled hours are 12:30 pm–9:00 pm Eastern Time, 11:30 am–8:00 pm Central Time, and 10:30 am–7:00 pm Mountain Time.

• Track user support calls and responses in the firm’s ticket tracking software.
• Supplement DTS roles and responsibilities as required.
• Utilize all available technical resources and current support policies to provide accurate solutions and ensure customer satisfaction.
• Perform defined functions related to Service Desk support.
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to service desk customers.
• Utilize, update, and maintain knowledge base.
• Be aware of and follow all firm policies.
• Maintain a high degree of proficiency with the firm’s core applications.
• Attend training offered within the group and as required by supervisor.
• Participate in firm/team projects as required.
• Assist supervisor, designated supervisor or team members as requested in all duties not outlined above.

• 2‑year degree in a computer‑related major, or equivalent work experience that demonstrates the ability to perform the responsibilities of the position.
• Minimum of 2 years of experience in the use of microcomputers, preferably in a legal environment.
• 4‑year degree preferred in a relevant field.
• HDI‑SCA – Help Desk Institute Support Center Analyst preferred.
• MOS (Microsoft Office Specialist) Microsoft Office Word Expert (2016), Microsoft Outlook Expert (2016) preferred.
• Self‑motivated with excellent time‑management skills, strong ability to multi‑task and sense of urgency.
• Knowledge and experience with applications and technologies utilized in the legal environment.
• Must be a good planner who is very detail‑oriented and able to organize and prioritize.
• Must possess excellent communication skills.
• Ability to communicate effectively via vocal, printed, and electronic medium.
• Ability to work in a dynamic environment.
• Ability to handle difficult or sensitive situations.
• Should be action and results oriented.
• Ability to interface effectively with attorneys, professional staff, clients, and vendors.
• Ability to learn new skills and technology quickly.
• Works well with others.
• Encourages others to build strong working relationships.
• Adaptable to a fast‑paced, ever‑changing innovative environment and represents themselves to the collective community with a professional demeanor.
• Respectful to other individuals working directly or indirectly with them.
• Ability to seek and accept feedback and act on it to improve self; embraces change as an opportunity for improvement.
• Strong work ethic, flexible, dependable, and positive can‑do attitude.
• Ability to focus and deliver tangible results, diligent in achieving associated objectives.
• Appropriate work area that supports the use of standard office equipment (computer, dual monitors, keyboard & mouse).
• Reliable internet and phone connectivity.
• A private, quiet workspace for confidentiality.

This is a full‑time, regular position with a multi‑faceted health benefit package including medical, dental, and vision. The firm also offers life insurance, short‑term disability plans and retirement plans, as well as holidays and paid time off.

The firm offers hybrid work schedules combining in‑office work days with remote work days.

The pay range for this position is $25.33–$38.05 per hour in Atlanta and $30.46–$45.74 per hour in Chicago and Denver.

Kilpatrick Townsend & Stockton LLP is committed to equal employment opportunity for all persons, regardless of race, color, religion, sex or gender, national origin, age, veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by applicable law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed or disclosed their own pay, or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

41 CFR 60-1-35(c)