IT Service Desk Analyst

Kilpatrick, a large international law firm, is seeking a Service Desk Analyst for our IT Department, working remotely. This position will be part of our team of attorneys, paralegals and support staff providing a high level of service to both internal and external clients. At Kilpatrick we are one team where each person plays an integral role in serving the needs of our clients. The firm has a strong dedication to its employees, values, diversity and inclusion initiatives and commitment to the community. This position is responsible for providing 24/7 first level firm-wide support for customers with technology problems. The Service Desk Analyst documents, categorizes and assesses support calls; takes appropriate corrective actions; and escalates the problem as required. Essential Job Functions

• Track user support calls and responses in the Firm’s ticket tracking software.
• Supplement DTS roles and responsibilities as required.
• Utilize all available technical resources and current support policies to provide accurate solutions and ensure customer satisfaction.
• Perform defined functions related to Service Desk support.
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to service desk customers.
• Utilize, update, and maintain knowledge base.
• Be aware of and follow all firm policies.
• Maintain a high degree of proficiency with the Firm’s core applications.
• Attend training offered within the group and as required by supervisor.
• Participate in firm/team projects as required.
• Assist supervisor, designated supervisor or team members as requested in all duties not outlined above.

Knowledge/Skills Required

• 2-year degree in a computer related major, or equivalent work experience that demonstrates the ability to perform the responsibilities of the position required.
• Minimum of 2 years of experience in the use of microcomputers, preferably in a legal environment.
• 4-year degree preferred in relevant field.
• HDI-SCA- Help Desk Institute Support Center Analyst preferred.
• MOS (Microsoft Office Specialist) Microsoft Office Word Expert (2016), Microsoft Outlook Expert (2016) preferred.
• Self-motivated with excellent time management skills; strong ability to multi-task and sense of urgency.
• Knowledge and experience with applications and technologies utilized in the legal environment.
• Must be a good planner who is very detail-oriented and have the ability to organize and prioritize.
• Must possess excellent communication skills.
• Ability to communicate effectively via vocal, printed, and electronic medium.
• Ability to work in a dynamic environment.
• Ability to handle difficult or sensitive situations.
• Should be action and results oriented.
• Ability to interface effectively with Attorneys, Professional Staff, Clients, and Vendors.
• Ability to learn new skills and technology quickly.
• Works well with others.
• Encourages others to build strong working relationships.
• Adaptable to a fast paced, ever-changing innovative environment and represents themselves to the collective community with a professional demeanor.
• Respectful to other individuals working directly or indirectly with them.
• Ability to seek and accept feedback and act on it to improve self. Embraces change as an opportunity for improvement.
• Strong work ethic, flexible, dependable, and positive can-do attitude.
• Ability to focus and deliver tangible results, diligent in achieving associated objectives.
• Appropriate work area that supports the use of standard office equipment (computer, dual monitors, keyboard & mouse)
• Reliable internet and phone connectivity
• A private, quiet workspace for confidentiality

This is a full-time, regular position with a multi-faceted health benefit package including medical, dental, and vision. The firm also offers life insurance, short term disability plans and retirement plans in addition to holidays and paid time off. The firm offers hybrid work schedules combining in office work days as well as remote work days. The pay range for this position in Atlanta is $25.33-$38.05 per hour, Chicago and Denver only is $30.46 - $45.74 per hour. Selected applicants will be contacted. Kilpatrick is an Equal Opportunity Employer. For more information about our firm, please visit our website at www.ktslaw.com. Kilpatrick Townsend & Stockton LLP is committed to equal employment opportunity for all persons, regardless of race, color, religion, sex or gender, national origin, age, veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by applicable law. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed or disclosed their own pay, or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding , hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1-35(c)