Service Desk Analyst

Job Description

Job Description

Description:

About Blitt and Gaines, P.C.

Blitt and Gaines, P.C. is a leading debt collection law firm with over 30 years of experience representing most of the nation’s largest financial institutions. With nine offices across Arizona, Arkansas, Illinois, Indiana, Iowa, Kansas, Missouri, Tennessee, and Wisconsin, our attorneys and support teams deliver high-quality, compliant, and ethical legal services.

At the heart of our firm are people—our clients, our employees, and the partnerships we build. Guided by our philosophy— Collect Compliantly. Litigate Ethically. Lead Effectively. Exceed Expectations. Expect Excellence —we uphold integrity, respect, and fairness in every interaction.

Job Summary:

As a Service Desk Analyst, you will be responsible for supporting Blitt & Gaines employees and their IT needs. The Service Desk Analyst provides responsive, customer-focused technical support to ensure employees can effectively use the organization’s technology systems and services. This role serves as a primary point of contact for IT support, requiring strong communication skills, sound technical acumen, and a proactive approach to problem solving. You will diagnose and resolve hardware, software, identity and access, and application issues; accurately document troubleshooting steps and resolutions; and manage service requests and incidents through to completion. The ideal candidate builds positive customer relationships, communicates technical information clearly to both technical and non-technical customers, prioritizes requests effectively based on severity and business impact, and maintains thorough, accurate support documentation to promote consistent and efficient service delivery.

Job Responsibilities:

• Serve as the primary point of contact for end users seeking technical assistance via phone and email, providing responsive and professional support
• Own service desk tickets end-to-end, from intake and prioritization through resolution and closure, coordinating with IT staff and customers to ensure timely follow-up and resolution
• Perform effective troubleshooting on issues presented by the customer providing detailed and concise problem solving steps directed at a variety of technical levels and when necessary through remote desktop control
• Triage complex technical issues being cognizant of the appropriate point of escalation to Teir 2 or Teir 3 support
• Provide accurate information on IT products or services
• Thoroughly document troubleshooting steps and resolutions for the benefit of fellow Service Desk Analysts in future problem resolution
• Identify service desk trends and frequent repeat issues looking for opportunities to streamline and improve processes
• Maintain and update the Asset Inventory database to ensure accurate accountability for Britt & Gaines property
• Assist in the development and maintenance of the standard Windows workstation configuration to ensure continued smooth and reliable operation for the customer
• Configure devices (workstation, dock, mobile phone etc.) for new hires and EOL replacement when necessary

Minimum Requirements:

• Associate / Bachelor’s degree in a related field or equivalent job experience
• Extensive experience with Microsoft products, including Windows 11, Windows Server, M365, Microsoft Teams, etc.
• Advanced understanding of the PC/Laptop ecosystem, including OS installation, application installation, hardware configuration
• Demonstrated problem solving abilities to quickly and effectively triage technical issues to drive resolution
• Ability to respond to service desk requests after hours as needed
• Strong oral and written communication skills to allow effective communication with a wide range of technical aptitude
• Detail-oriented and self-motivated to quickly adjust priorities and the ability to handle multiple projects
• Previous experience on a service desk or other technical customer support role
• Broad knowledge of common software solutions including productivity applications (M365), communication platforms (Teams, Zoom), Chromium browsers (Microsoft Edge, Google Chrome, Firefox) and the ability to familiarize yourself with new products as necessary
• Working understanding of common cybersecurity controls
• Familiarity with mobile device platforms (Android/iOS) and MDM solutions to manage mobile devices

Preferred Qualifications:

• Experience with Microsoft Azure/Entra ID for identity management
• Experience with Azure monitoring, backup, disaster recovery, and security technologies
• Experience with Mimecast, MaaS360 or Carbon Black
• Certifications (Microsoft / CompTIA)
• Experience with VMWare, Thin Clients and the Igel OS, Phone Systems
• Understanding of common project management methodologies would be a plus

Benefits: 

Blitt and Gaines, P.C. offers PTO, Paid Holidays, Medical Benefits, Competitive Salary and 401k and profit-sharing plans! Medical Benefits include - Medical, Dental, Vision, Life Insurance and Short-Term Disability.