Overview
The Service Desk Analyst is responsible for providing telephone and in-person support for Firm applications, PCs, laptops, tablets, smartphones and telephone equipment.
This is a second shift schedule from 5:00pm - 1:00am, 2 days in office per week. Responsibilities
Diagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issues Apply 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 problems Educate users and team members on software and support issues Communicate clear, concise, step-by-step procedures to users Escalate Firm-wide system problems according to Department guidelines Create a call tracking ticket for every issue handled, including all relevant information in a concise manner when escalating user problems to 3rd level support Prioritize issues based on urgency and according to Department guidelines Follow up with users to ensure issues have been satisfactorily resolved Document troubleshooting steps to share with User Support and others as appropriate Make suggestions for departmental technical procedures and troubleshooting knowledgebase Troubleshoot with vendor support to resolve technical issues Understand all methods of accessing the Firm’s systems remotely; effectively troubleshoot user remote access problems, e.g. Citrix, VPN Configure, test, troubleshoot smartphones and other devices for domestic and international use ensuring that secured and adequate connectivity is available at the traveler’s destination Assist with laptop imaging and configuration, wipe devices according to Department guidelines and restore laptop to original configuration upon return Troubleshoot and resolve basic telephone equipment problems Perform other duties as assigned Education
REQUIRED High School diploma or GED equivalent required Preferred TECHNICAL SKILL COURSEWORK PREFERRED Skills and Experience
REQUIRED 2 to 4 years of relevant experience required Ability to present information effectively verbally and in writing Ability to communicate step-by-step procedures to users in a clear and concise manner Basic math skills: addition, subtraction, multiplication, division Working knowledge of Windows 10, iManage, MS Office, document comparison software (i.e. ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets and laptops Ability to effectively prioritize and plan work to meet deadlines in high pressure environment Strong attention to detail, analytical and problem solving skills Strong customer service skills Ability to master functionality of new Firm applications quickly and effectively Preferred N/a Physical Demands (Required to Perform Essential Job Functions)
Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Sitting: Remaining in the seated position, particularly for sustained periods of time Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another Lifting: Raising objects from a lower to a higher position or moving objects horizontally Carrying: Transporting an object, usually holding it in the hands or arms, or on the shoulder Pulling/Pushing: Using upper extremities to exert steady force upon an object so that the object moves toward or away from the force Bending/Stooping/Kneeling/Crouching: Bending body downward and forward by bending legs and spine, or by bending legs at knees Reaching: Extending hand(s) and arm(s) in any direction Work Environment
The worker is not substantially exposed to adverse environmental conditions as in typical office or administrative work (normal light, air and space in the work environment). Salary Information
NY only: The estimated base salary range for this position is $80,000 to $95,000 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. Simpson Thacher will not sponsor applicants for work visas for this position. Privacy Notice
For information about how Simpson Thacher & Bartlett LLP collects and processes your personal information, please refer to our Privacy Notice available at https://www.stblaw.com/other/privacy-notice. Simpson Thacher & Bartlett is committed to a collegial work environment in which all individuals are treated with respect and dignity. The Firm prohibits discrimination or harassment based upon race, color, religion, gender, gender identity or expression, age, national origin, citizenship status, disability, marital or partnership status, sexual orientation, veteran’s status or any other legally protected status. This Policy pertains to every aspect of an individual’s relationship with the Firm, including but not limited to recruitment, hiring, compensation, benefits, training and development, promotion, transfer, discipline, termination, and all other privileges, terms and conditions of employment.
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The Service Desk Analyst is responsible for providing telephone and in-person support for Firm applications, PCs, laptops, tablets, smartphones and telephone equipment.
This is a second shift schedule from 5:00pm - 1:00am, 2 days in office per week. Responsibilities
Diagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issues Apply 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 problems Educate users and team members on software and support issues Communicate clear, concise, step-by-step procedures to users Escalate Firm-wide system problems according to Department guidelines Create a call tracking ticket for every issue handled, including all relevant information in a concise manner when escalating user problems to 3rd level support Prioritize issues based on urgency and according to Department guidelines Follow up with users to ensure issues have been satisfactorily resolved Document troubleshooting steps to share with User Support and others as appropriate Make suggestions for departmental technical procedures and troubleshooting knowledgebase Troubleshoot with vendor support to resolve technical issues Understand all methods of accessing the Firm’s systems remotely; effectively troubleshoot user remote access problems, e.g. Citrix, VPN Configure, test, troubleshoot smartphones and other devices for domestic and international use ensuring that secured and adequate connectivity is available at the traveler’s destination Assist with laptop imaging and configuration, wipe devices according to Department guidelines and restore laptop to original configuration upon return Troubleshoot and resolve basic telephone equipment problems Perform other duties as assigned Education
REQUIRED High School diploma or GED equivalent required Preferred TECHNICAL SKILL COURSEWORK PREFERRED Skills and Experience
REQUIRED 2 to 4 years of relevant experience required Ability to present information effectively verbally and in writing Ability to communicate step-by-step procedures to users in a clear and concise manner Basic math skills: addition, subtraction, multiplication, division Working knowledge of Windows 10, iManage, MS Office, document comparison software (i.e. ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets and laptops Ability to effectively prioritize and plan work to meet deadlines in high pressure environment Strong attention to detail, analytical and problem solving skills Strong customer service skills Ability to master functionality of new Firm applications quickly and effectively Preferred N/a Physical Demands (Required to Perform Essential Job Functions)
Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Sitting: Remaining in the seated position, particularly for sustained periods of time Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another Lifting: Raising objects from a lower to a higher position or moving objects horizontally Carrying: Transporting an object, usually holding it in the hands or arms, or on the shoulder Pulling/Pushing: Using upper extremities to exert steady force upon an object so that the object moves toward or away from the force Bending/Stooping/Kneeling/Crouching: Bending body downward and forward by bending legs and spine, or by bending legs at knees Reaching: Extending hand(s) and arm(s) in any direction Work Environment
The worker is not substantially exposed to adverse environmental conditions as in typical office or administrative work (normal light, air and space in the work environment). Salary Information
NY only: The estimated base salary range for this position is $80,000 to $95,000 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. Simpson Thacher will not sponsor applicants for work visas for this position. Privacy Notice
For information about how Simpson Thacher & Bartlett LLP collects and processes your personal information, please refer to our Privacy Notice available at https://www.stblaw.com/other/privacy-notice. Simpson Thacher & Bartlett is committed to a collegial work environment in which all individuals are treated with respect and dignity. The Firm prohibits discrimination or harassment based upon race, color, religion, gender, gender identity or expression, age, national origin, citizenship status, disability, marital or partnership status, sexual orientation, veteran’s status or any other legally protected status. This Policy pertains to every aspect of an individual’s relationship with the Firm, including but not limited to recruitment, hiring, compensation, benefits, training and development, promotion, transfer, discipline, termination, and all other privileges, terms and conditions of employment.
#J-18808-Ljbffr