Analyst Service Desk

Analyst I Service Desk

Womble Bond Dickinson (US) LLP seeks an on-site Service Desk Analyst for its Winston-Salem, North Carolina office. The Service Desk Analyst is a key member of a collaborative team that provides high-quality technical support to attorneys and staff firmwide. This role focuses on resolving hardware, software, and system-related issues—often in time-sensitive situations. Success in this position requires strong troubleshooting skills, clear communication, and a team-oriented mindset to ensure reliable service delivery and a positive user experience.

Responsibilities:

• Work as part of a distributed Service Desk team to provide technical support across a broad range of user devices, applications, and office environments.
• Participate in a rotating after-hours and weekend on-call schedule shared across the team.
• Provide in-person support and maintain technology operations at their designated home office, while also assisting remote users across the firm's 29 locations.
• Monitor local and firmwide Service Desk queues, collaborating with teammates to resolve escalated or complex technical issues.
• Contribute to knowledge sharing by documenting procedures and proposing service delivery improvements.
• Collaborate with other functional IT departments on projects and operational needs.
• Coordinate setup of telephone, printers, and firm-approved software in collaboration with other team members.
• Assist in regular conference room checks and support audio/video conferencing technologies.
• Occasional travel required to assist with firm-related needs, including litigation and trial site support.

Requirements:

• Associate's degree or equivalent from a two-year college required; a four-year degree and relevant industry certifications preferred.
• ITIL certification or demonstrated understanding preferred.
• Strong knowledge of Microsoft Windows and Office; experience with legal-specific applications is highly valued.
• Excellent written and verbal communication skills
• Strong sense of teamwork, collaboration, and accountability in a distributed support model.
• Demonstrated ability to provide responsive, professional, and user-friendly support in a high-demand environment.

This position is subject to export control laws. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.