IT Service Desk Analyst

Job Description

Job Description

Gould & Ratner LLP is seeking a customer service-oriented IT Service Desk Specialist to join our Technology team in Chicago. A midsize law firm with offices in Chicago and Denver, Gould & Ratner combines sophisticated legal and business counsel with personal attention, practical solutions, and lasting relationships. We bring that same commitment to service to the technology support we provide our attorneys and professional staff. In this role, you will be a welcoming, dependable first point of contact for technology questions and issues. You will help people work effectively by delivering timely support, explaining solutions clearly, and following through until their needs are addressed. The ideal candidate enjoys helping others, approaches challenges with patience and curiosity, and understands that excellent IT support requires both technical ability and strong interpersonal skills.

This position is primarily onsite in our Chicago office, five days per week. A hybrid arrangement may be considered in the future based on demonstrated performance, onsite coverage requirements, and the firm’s operational needs.

Key Responsibilities Deliver exceptional customer service.

Provide friendly, professional, and responsive assistance in person, by phone, and through remote support. Listen carefully, communicate without unnecessary technical jargon, and help users feel comfortable asking for assistance. Own requests through resolution.

Record, prioritize, troubleshoot, and resolve service desk tickets. Keep users informed of progress, set clear expectations, and confirm that issues have been resolved. Support everyday technology.

Troubleshoot Windows laptops, Microsoft 365 applications, Outlook, Teams, printers, docking stations, monitors, mobile devices, and other hardware and software. Support firm applications.

Help users navigate and troubleshoot document management, PDF, time entry, and other business applications, learning the firm’s systems and workflows as needed. Keep meetings running smoothly.

Set up, test, and troubleshoot conference room technology, audio-visual equipment, video conferencing, and presentation tools. Assist with employee onboarding and departures.

Prepare and deploy equipment, coordinate access according to approved procedures, introduce new employees to firm technology, and support equipment recovery and access changes. Coordinate escalations.

Work with internal team members, the firm’s managed service provider, and application vendors when additional expertise is needed, maintaining communication with users throughout the process. Maintain useful documentation.

Document troubleshooting steps and resolutions, maintain equipment records, and contribute to knowledge articles and practical user instructions. Promote secure technology practices.

Follow established security procedures, protect confidential information, and promptly escalate suspicious activity or potential security concerns. Improve the support experience.

Identify recurring issues, share observations with the Technology team, and recommend ways to make support more consistent and effective. Requirements Approximately two years of experience in an IT service desk, desktop support, or similar technical support role. A demonstrated commitment to customer service, including patience, empathy, professionalism, and reliable follow-through. Strong verbal and written communication skills, with the ability to explain technical information to people with varying levels of experience. Working knowledge of Windows and Microsoft 365, including Outlook, Teams, Word, Excel, and OneDrive. Experience troubleshooting laptops, peripherals, printers, mobile devices, and common connectivity issues. Familiarity with ticketing systems, remote support tools, and documenting technical issues and resolutions. Strong organizational skills and the ability to balance competing requests while recognizing business urgency. Sound judgment and discretion when working with confidential or sensitive information. An associate’s degree in information technology or a related field, or an equivalent combination of relevant experience, training, and certifications.

Law firm experience is preferred but not required.

Candidates with strong customer service skills and technical support experience in other professional environments are encouraged to apply.

Preferred Experience Supporting document management systems such as NetDocuments or iManage. Supporting legal productivity applications such as Litera, document comparison tools, and PDF software. Assisting with Microsoft 365 account access, multifactor authentication, and mobile device setup. Supporting conference room systems and video conferencing. Working with an external managed service provider or supporting users across multiple offices. Benefits The target salary equivalent range of this role is $70,000-$80,000 based on a 35 hour work week. Hours worked over 35 hours in any week are paid at time and a half. Salary determinations are based on numerous factors, such as, but not limited to, the relevant market and the skill, experience, class or graduation year, and education of the selected candidate. Healthcare (medical, vision, dental), life and long-term disability insurance. Profit sharing plan and 401k. Generous vacation, personal, & sick time allowance. Low turnover, collegial and collaborative environment. Full-time (35 hours per week, overtime rarely needed) Office hours typically 8:30-4:30 Non-Exempt This role is fully on site in our Chicago office.