Service Desk Analyst

Position Summary

Ogletree Deakins has an opportunity for an experienced Service Desk Analyst to join the firm’s Technology Department. The Service Desk Analyst is primarily responsible for first- and second-level phone and email technical support for the firm on a variety of hardware and software. The Service Desk Analyst must possess excellent customer service skills and the ability to communicate effectively and efficiently.

This position may be remote, but the successful candidate must reside in a state where the firm has a physical office. Work Hours for this position are Monday – Friday, 10 am – 7 pm Eastern. Occasional overtime may be required to maintain adequate staffing for a 24/7, 365 Service Desk

• Problem analysis and resolution
  • Logs all help desk calls & email requests into the current IT Service Management System and updates incident and/or problem information on a daily basis
  • Analyzes, troubleshoots, and resolves issues with a goal of 85% First Call Resolution.
  • Escalates incidents appropriately when necessary.
  • Met the business need by providing a usable workaround and effectively communicates expectations to users.
  • Follows up in a timely manner, ensuring the issue is resolved or the request is fulfilled.
• Contributes to the IT Service Management knowledge base.
• Contributes to the good of the IT Department and the entire firm.
• Participates in new application testing and special projects.

The following are some of the most common technologies used in the offices that may be supported by the Service Desk Analyst:

• Dell and Lenovo docks and laptops
• HP and Ricoh Printers/Copiers, Printer Logic
• Windows 10/11, Mimecast
• iManage Work
  10 (DMS), Aderant, Intapp
• Litera Desktop applications, Big Hand, Office 365 applications including Teams
• Mobile device support (Intune), iOS, Android and Windows devices.
• VPN, Citrix, Active Directory, Azure, Sharefile

• Four-year technical degree or equivalent work experience.
• 4+ years of Service Desk experience in a fast-paced enterprise environment. Law firm experience a major plus.
• 4+ years of Microsoft product support experience, including Windows and Office 365.
• Excellent customer service and communication skills (face-to-face, phone and email)
• Independent analysis, troubleshooting, advanced problem solving, and the ability to handle multiple issues at once.
• Excellent sense of urgency and the ability to triage incidents, problems, tasks, and projects quickly
• Demonstrated curiosity about technology, with the ability to see issues, tasks, and projects through from start to finish.
• Commitment to continuous improvement, ongoing learning, and staying current with evolving technology trends.
• Ability to communicate expectations and provide workarounds
• Working knowledge of an enterprise network and local PC diagnostic utilities
• Ability to be productive independently and as a member of a team

• Law firm experience a major plus
• Help Desk Institute or ITIL v3 Foundation certification or experience a plus
• Document Management System support experience
• SCCM and Intune experience
• Mobile Device Management experience
• Familiarity with popular AI tools and an interest in applying emerging technologies to improve support processes.

The pay range for this remote position varies by location. Pursuant to the applicable state and local regulations the pay range for each location is listed below. Actual compensation is contingent on relevant experience, education, skills, and other job-related factors as permitted by law. This role is also eligible for performance-based bonuses and the benefits described below.

Ogletree is a multi-state employer. The pay ranges listed reflect compensation for the specific location identified. For roles performed in…