Sr. Service Desk Analyst 6/22

Welcome to Frontline Managed Services - where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.Join Our Team and Be a Catalyst for Change!We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future.How You'll Make an ImpactAs a Sr. Analyst, you will provide technical support for a diverse portfolio of law firm clients, delivering high-quality customer service with a strong emphasis on first-call resolution and ownership. This is a mid-level, client-facing role that plays a critical part in supporting high-urgency legal environments where responsiveness, discretion, and attention to details matter.You will manage escalated issues while resolving frontline requests, working closely with teammates and partners to deliver reliable, professional support. This role is ideal for someone who enjoys solving problems, communicating clearly with non-technical users, and contributing to a collaborative service desk team.What You'll DoServe as technical support resource in a multi-client environment, owning the full lifecycle of technical issues from initial intake through troubleshooting, resolution, and closure.Prioritize first-call resolution and take full ownership of incidents to ensure timely and accurate outcomesAct as an escalation point, providing guidance and support as neededSupport multiple law firm clients, understanding their applications, workflows, confidentiality requirements, and time-sensitive needsCreate, update, and maintain detailed service tickets with clear documentation of troubleshooting steps and resolutions in ServiceNow.Provide technical support for:Windows and macOS workstationsMicrosoft 365 (Outlook, Teams, OneDrive, SharePoint)Mobile devices (iOS and Android)Common legal applications (document management, timekeeping, case management systems)VPN connectivity, networking fundamentals (DNS, DHCP, Wi-Fi)End-user hardware including laptops, printers, scanners, and peripheralsSupport virtual desktop and remote access environments (e.g., VPN, VDI/VMware Horizon), as applicablePerform user account setup and maintenance, including permissions, MFA support, and access changesCollaborate with internal teams and third-party vendors to resolve complex issuesKnow when to resolve issues independently and when to escalate or collaborate to ensure the best outcome for clientsEscalate infrastructure-level or Tier 3 issues with complete documentation and contextAssist with workstation deployments, updates, and routine maintenanceContribute to internal documentation, knowledge base articles, and process improvementsParticipate in ongoing training, certifications, and skills developmentDeliver consistent, high-quality customer service with clear communication, empathy, accuracy, and accountabilityYou'll Be Successful in This Role If YouSolve problems thoroughly during the first interactionCommunicate clearly and professionally with non-technical usersUnderstand the confidentiality and urgency of legal environmentsManage multiple clients and priorities effectivelyWork independently and collaborativelyAre detail-oriented, organized, and proactiveAdapt quickly to new technologies and evolving client needsWhat You BringCompTIA A+ Certification required or, in lieu of certification, an associate's degree in information technology or related field3+ years of experience in a help desk or service desk environmentExperience supporting users via phone, ticketing systems, and remote support toolsExperience supporting professional services clients is preferred (legal industry experience is a strong plus)Preferred QualificationsHands-on experience using ServiceNow for ticketing, triage, routing, documentation, and resolution tracking.CompTIA Network+Microsoft MS-900 or higherCompensation & ScheduleThis position is compensated at $25.00 per hour and follows a fixed wage scale.The role may require working at least one weekend day as part of a regularly scheduled shift, based on client coverage needs.Not Sure You Meet Every Requirement?We know that great candidates may not match every qualification listed. If you're excited about the role and believe you could be a strong fit, we encourage you to apply. We value potential and a growth mindset as much as experience.Join UsAt Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve.