Service Desk Analyst II

Summary:

The Service Desk Analyst II role is a pro-active, technology focused, customer service oriented professional focused on supporting K2 Services who will be based out of our client’s office in Memphis, Tennessee. This position will be part of a team of IT professionals who provide in-house technical PC hardware and software support. This person will respond to IT tickets, trouble reports, and personally visit employees to troubleshoot the nature of the problem and take the necessary course of action to resolve it.

Key Responsibilities:

Provide quality technical service to end users via phone, deskside and email support

Support of all desktop applications, integrations, and the efficient delivery and updates of these applications.

Evaluate, deploy, and support all desktop applications and develop seamless integrations among desktop applications.

Perform routine software updates to enhance functionalities and security. Troubleshoot and resolve escalated desktop application and OS issues.

Create custom group policies for workstations.

Assist in maintenance of software licensing, configuration settings, operating systems, security updates, computer upgrades, major and minor software upgrades.

Responsible for installing, maintaining, and troubleshooting end user hardware, personal computer operating systems, mobile devices, and application software.

Assist with any project hardware rollouts and applications/data migrations ranging from small user groups to firmwide technology transitions.

Monitor office network and internet connectivity to ensure all network environments are operational.

Assist in maintenance of network/server equipment and network security.

Assist technology team in evaluating software programs, troubleshooting problems, and implementing new and upgraded systems.

Professionally interacting with client service managers and engineers.

Additional responsibilities as needed.

Qualifications:

Bachelor’s or Associate's degree in Computer Science, Information Technology, Engineering, or equivalent experience.

Minimum of 4 + years of desktop support, application support, and supporting operating systems in a Microsoft Windows enterprise environment.

Demonstrated knowledge of and experience with software and systems commonly found in professional services/law firm environments including VPN, VDI, VMWare, Microsoft Office 365, Adobe Acrobat/Kofax Power PDF Advanced, Microsoft Teams, iManage DeskSite/Document Management (Work 10), and Workshare tools.

Experience in legal document creation, forms/templates, etc. and word processing a plus.

Experience supporting Microsoft Windows desktop infrastructure and related technologies.

Experience with VPN infrastructure is desired.

Previous training experience a plus, but not required.

Previous experience working in a law firm environment a plus.