IT Service Desk Analyst
Pilsbury Law

Nashville, Tennessee

Job Description

The 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 and follow-up. The IT Service Desk Analyst is also responsible for logging and tracking calls on a ACD system using the current ticketing (ChangeGear) database, and maintaining historical records and related problem documentation. The Service Desk is a fast-paced operation requiring the ability to effectivley multitask when taking calls, handling emails and researching problems while clearly documenting issues and actions in service tickets. The person in this position will have active involvement with firmwide project efforts, participate in testing efforts, and form effective professional relationships on behalf of the Service Desk team with IT staff members, the user community and management.

Candidate must have at least three years solid experience in the technology support field. Related certification or equivalent, e.g., 2-year certificate from a college or technical school, A+ certification, is a plus. Candidate must be able to read, analyze, and interpret common technical instructions, and have the ability to apply instructions to resolve customer problems in a timely manner. Candidate should have knowledge of Windows 10, Word 2016, Excel 2016, Outlook 2016, Adobe Acrobat DC or later and Internet Explorer 10 or higher, and be familiar with supporting and troubleshooting various remote access tools including VPN, Citrix or Web Mail. Attendance in training on required applications is expected. Having supported document management systems (e.g. NetDocuments) or Aderant Expert is a plus. This position requires the ability to lift up to 50 pounds individually or assist in the lifting of large parcels, the ability to sit in your assigned work area and answer phones for long periods of time.

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 PillsburyWorkday@pillsburylaw.com.