The IT Service Desk Analyst investigates and resolves software/hardware problems and connectivity issues for computer users as well as generally assisting users. The IT Service Desk Analyst is responsible for interviewing users, collecting information about problems, leading users through diagnostic procedures, and handling problem recognition, research, isolation, resolution and follow-up. The IT Service Desk Analyst is also responsible for logging and tracking calls using the current ticketing (may be Remedy or ChangeGear) database, and maintaining history records and related problem documentation. The person in this position will have active involvement with firmwide project efforts, participate in testing efforts, and form relationships on behalf of the group with IT staff members and management.
Candidate must have at least three years solid experience in the technology support field. Related certification or equivalent, e.g., 2-year certificate from a college or technical school, A+ certification, is a plus. Candidate must be able to read, analyze, and interpret common technical instructions, and have the ability to apply instructions to resolve customer problems in a timely manner. Candidate should have knowledge of Windows 10, Word 2016, Excel 2016, Outlook 2016, popular document management systems, e.g., NetDocs, Aderant Expert, Adobe Acrobat DC or later and Internet Explorer 10 or higher, and be familiar with or attend training on other required applications. This position requires the ability to lift up to 50 pounds individually or assist in the lifting of large parcels, and the ability to crawl under a desk in order to service computers
Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer.