Location: New York,NY, USA
Description/Job SummaryThe Service Desk Analyst is responsible for providing telephone and in-person support for Firm applications, PCs, laptops, tablets, smartphones and telephone equipment.Responsibilities/DutiesDiagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issuesApply expert knowledge of STB applications , such as MS Windows 10, Outlook, MS Office, Worksite, Diaries, IE, Citrix, Acrobat, STBWeb and legal research tools to troubleshoot and resolve problemsEducate users and team members on software and support issuesCommunicate clear, concise, step-by-step procedures to usersEscalate Firm-wide system problems according to Department guidelinesCreate a call tracking ticket for every issue handled, including all relevant information in a concise manner when escalating user problems to 3rd level supportPrioritize issues based on urgency and according to Department guidelinesFollow up with users to ensure issues have been satisfactorily resolvedDocument troubleshooting steps to share with User Support and others as appropriateMake suggestions for departmental technical procedures and troubleshooting knowledgebaseTroubleshoot with vendor support to resolve technical issuesUnderstand all methods of accessing the Firm's systems remotely; effectively troubleshoot user remote access problems, e.g. Citrix, VPNConfigure, test, troubleshoot smartphones and other devices for domestic and international use ensuring that secured and adequate connectivity is available at the traveler's destinationAssist with laptop imaging and configuration, wipe devices according to Department guidelines and restore laptop to original configuration upon returnTroubleshoot and resolve basic telephone equipment problemsPerform other duties as assignedRequired Experience2 to 4 years of relevant experience requiredAbility to present information effectively verbally and in writingAbility to communicate step-by-step procedures to users in a clear and concise mannerBasic math skills: addition, subtraction, multiplication, divisionWorking knowledge of Windows 10, iManage, MS Office, document comparison software (i.e. ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets and laptopsAbility to effectively prioritize and plan work to meet deadlines in high pressure environmentStrong attention to detail, analytical and problem solving skillsStrong customer service skillsAbility to master functionality of new Firm applications quickly and effectivelyRequired EducationHigh School diploma or GED equivalent requiredPreferred EducationTechnical skill coursework preferredDetailsSalary InformationNY only: The estimated base salary range for this position is $65k to $95k at the time of posting.The actual salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, 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. This role is non-exempt meaning it is overtime pay eligible.Privacy NoticeFor information about how Simpson Thacher & Bartlett LLP collects and processes your personal information, please refer to our Privacy Notice available at