Help Desk Analyst

Responsibilities Provide first-level technical support to users of the Firm’s computer, network, and telephone systems, delivering timely and effective issue resolution. Log, categorize, and manage incident and service request tickets, escalating or dispatching to appropriate IT personnel as needed. Monitor and follow up on open tickets to ensure prompt resolution and high user satisfaction. Deliver phone and remote support to Firm personnel, troubleshooting and resolving issues across Firm-supported hardware and software. Adhere to established IT processes and procedures, including proper user identity verification and request validation, to ensure secure and consistent service delivery. Maintain and continuously build knowledge of Firm-supported technologies to provide accurate solutions and identify trends in recurring issues or system performance. Contribute to the development and upkeep of the Firm’s IT knowledge base to improve team efficiency and self-service capabilities. Participate in additional projects, initiatives, and assigned responsibilities. Qualifications Bachelor's degree in Computer Science or a related field preferred; equivalent hands‑on experience will also be considered. 2+ years of experience in an IT Help Desk or End User Support role within a fast‑paced environment. Strong understanding of IT service operations, including incident management, request fulfillment, and standard support workflows; ability to independently resolve most user issues. Experience supporting legal industry applications is preferred, including Document Management Systems (iManage WorkSite, NetDocuments) and tools such as Intapp, DTE Axiom, Westlaw Drafting Assistant, Workshare Compare, Relativity, and LegalKEY. Hands‑on experience with IT Service Management platforms (e.g., ServiceNow, Remedy, BMC Service Desk, SupportWorks) in a high‑volume support environment. Familiarity with call center tools and performance metrics (e.g., ACD systems, call handling, queue management, SLA adherence). Solid technical troubleshooting skills across hardware and end-user technology, including laptops/desktops, printers, Cisco IP telephony, and mobile devices (iOS, Android). Working knowledge of enterprise technologies, including Windows 11, macOS, Active Directory, Microsoft 365, SCCM, remote support tools (e.g., Bomgar), virtual desktop environments (Citrix), VPN, and multi‑factor authentication tools (e.g., RSA SecurID), as well as mobile device management solutions (e.g., AirWatch, MobileIron). Industry certifications such as A+, Network+, Microsoft (MCP/MOS), or HDI Support Center Analyst are a plus. Familiarity with ITIL principles, particularly within Service Operations, is preferred. Demonstrated “white glove” customer service approach with a strong focus on professionalism, responsiveness, and user satisfaction. Excellent verbal and written communication skills, with the ability to interact effectively with users at all levels of the organization. Strong analytical thinking, problem‑solving ability, and sound judgment in a support environment. This position may require physical presence in Proskauer’s offices on a regular basis. The anticipated compensation range for this position is $65,000-$85,000. The actual salary offered will be based on a number of factors including but not limited to the qualifications of the applicant, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job. Proskauer is committed to providing a work environment that includes equal opportunity without regard to race, color, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, citizenship, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status. #J-18808-Ljbffr