IT Service Desk Analyst at Pillsbury Winthrop Shaw Pittman

Nashville TennesseeJob DescriptionPrimary ResponsibilitiesThe 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 documentation and follow-up.The schedules for the 24x7 Service Desk are built around historical user support patterns assigning each of the 12 positions into the most effective time slot to maximize analyst coverage (phones and email) during peak hours and stretch resources across historically slower periods. All Service Desk members are required to do their share of voluntary overtime when rollouts system changes and others scheduled PTO create ongoing staffing shortages when providing appropriate coverage. Certain shifts require working in the office 3-days per week.KEY RESPONSIBILITIESResponding to support requests presented in both calls and emailsLogging and tracking support requests using the current ticketing (ServiceNow) database. Maintain historical records and related problem documentation.Actively participate in firmwide project efforts as well as participate in testing efforts and documenting results.Form effective professional relationships on behalf of the Service Desk team with all levels of the Firm including IT colleagues executives management and staff.The successful candidate will thrive in a fast-paced environment seek to provide superior service to the client and embrace working in a team environment as well as independentlyREQUIRED EDUCATION KNOWLEDGE & EXPERIENCEA minimum of 3 years solid experience in the technology support field with an emphasis on application support.Related certification or equivalent e.g. 2-year certificate from a college or technical school.A andor Network certification is a plus.Knowledge of Windows 10 Windows 11 Office2016 and Office365 Adobe Acrobat Pro and Internet ExplorerEdge.Familiar with supporting and troubleshooting various remote access tools including VPN Citrix or Web Mail.Experience supporting document management systems (NetDocuments or iManage) or Aderant Expert is a plus.Experience supporting MFA or SMS enrollments and mobile apps on both iPhone and Android devicesREQUIRED SKILLS AND ABILITIESWeekly assessments are employed to measure consistent progress and technology proficiencies during an 8-week training plan.The ability to effectively multitask in a fast-paced support center environment.Ability to read analyze and interpret common technical instructionsAbility to apply instructions to resolve customer problems in a timely mannerDemonstrate strong written and verbal communication skillsAttendance in training on required applications is expectedWhen necessary this position requires overtime and/or shifts on weekends or corporate holidays and some in-office workdays based on schedules.PHYSICAL REQUIREMENTSAbility to sit in your assigned work area answer phones respond to emails in a timely manner and type proficiently for long periods of time.Ability to lift up to 50 pounds individually or assist in the lifting of large parcels.Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer.If you require an accommodation in order to apply for a position please contact us at .Required Experience:IC Key Skills Editorial,Catering,B2C,Camp,Computer Engineering Employment Type : Full-Time Experience: years Vacancy: 1