Service Desk Analyst II

Beveridge & Diamond is a leading law firm with a focus on environmental and natural resource law. We are committed to providing exceptional legal services to our clients while fostering a collaborative and inclusive work environment.

Position Overview:

The Service Desk Analyst II provides advanced technical support and assistance to a diverse workforce of 250 employees across 7 offices nationwide, ensuring the efficient operation of IT systems and applications. Reporting to the Service Desk Supervisor, this role resolves complex technical issues, assists in maintaining ISO 27001 compliance within the IT service desk function, and serves as a subject matter expert for the Service Desk team. This role requires strong technical expertise, excellent problem-solving skills, and a customer-focused approach.

Key Responsibilities:

Provide second-level technical support and assistance to firm employees for hardware, software, and network-related issues, including escalated tickets from the Service Desk Analyst I.

Investigate and resolve complex technical problems using advanced troubleshooting techniques and diagnostic tools.

Serve as a subject matter expert for specific technologies or systems, providing guidance and expertise to other team members.

Develop and implement innovative solutions to improve service delivery and enhance user experience.

Assist in maintaining ISO 27001 compliance within the IT service desk function by following established procedures and protocols.

Assist in the training and development of junior service desk analysts, providing guidance on technical issues, best practices, and professional development.

Collaborate with other IT teams and departments to address escalated technical issues and implement cross-functional projects.

Lead the testing and evaluation of new software applications and hardware devices, providing feedback and recommendations for improvement.

Participate in the development and implementation of IT policies, procedures, and standards, ensuring alignment with ISO 27001 requirements.

Document technical solutions, best practices, and troubleshooting procedures for knowledge sharing and training purposes.

Key Technologies:

Proficiency in Microsoft Windows operating systems, Microsoft Office suite, and common business applications.

Experience with Active Directory, Exchange, Azure AD, and other directory services.

Ability to troubleshoot desktops, laptops, printers, mobile devices, and network connectivity issues.

Familiarity with remote access and mobile computing technologies, including VPN, mobile device management (MDM), and virtual desktop infrastructure (VDI).

Basic understanding of document management systems, such as iManage DMS, used by the firm.

Basic knowledge of legal practice management software, such as Elite.

Understanding of networking concepts, protocols, and infrastructure components.

Familiarity with voice and video conferencing systems, such as Cisco Webex or Microsoft Teams.

Awareness of ITIL framework and best practices for service management.

Adherence to ISO 27001 standards and procedures in the handling of confidential information and data security practices.

Requirements

Bachelor's degree in Information Technology, Computer Science, or related field preferred. Equivalent work experience will be considered.

3+ years of experience in a technical support role, with a focus on providing advanced troubleshooting and problem-solving solutions.

Technical certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

Strong understanding of ISO 27001 standards and requirements, with experience implementing and maintaining ISO controls.

Experience in a law firm or legal department is highly desirable.

Excellent communication and interpersonal skills, with the ability to effectively interact with users at all levels of the organization.

Strong leadership and mentoring abilities, with a passion for developing team members and driving continuous improvement.

Ability to work independently and as part of a team in a fast-paced, dynamic environment.

Customer-focused mindset with a commitment to delivering high-quality support and service to internal stakeholders.

Additional Information:

This is a full-time position based at the Washington, DC office.

The role is currently hybrid, with in-person support scheduled for Tuesdays, Wednesdays, and Thursdays, but this arrangement is subject to change based on evolving business needs and policies.

Service Desk hours (Monday through Friday from 8:00 AM to 9:00 PM Eastern Time)

Occasional after-hours support may be required for critical issues or project work. Service Desk analysts will participate in a weekly rotation for after-hours support, ensuring coverage for emergency situations outside of regular service hours.

Beveridge & Diamond offers competitive compensation and benefits packages, including medical/dental insurance, retirement savings plans, and professional development opportunities.

Salary Description

$77,000 - $83,000