Senior HelpDesk Analyst
Patterson Belknap Webb & Tyler LLP, New York, NY, United States
The Senior TechDesk Analyst provides advanced technical support and leadership within the TechDesk team. This role is responsible for resolving complex technical issues, supporting firm technology initiatives, and ensuring the delivery of high-quality IT support services across the firm.
The role serves as a technical resource for junior team members by providing mentorship, guidance, and knowledge sharing. This position requires strong troubleshooting skills, excellent communication, and a proactive approach to customer service, operational efficiency, and continuous improvement.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Technical Support & Troubleshooting
Provide Tier 2/3 technical support for hardware, software, network, and mobile device issues. Troubleshoot and resolve escalated service tickets in a timely and effective manner. Diagnose complex technical problems and coordinate with other IT teams when necessary. Service Desk Operations
Monitor service desk ticket queues and escalations to ensure timely resolution and adherence to service level agreements (SLAs). Assist in prioritizing incidents and coordinating with other IT teams during major incidents or service disruptions. Support the TechDesk Manager in maintaining efficient service desk operations. Mentor and support junior TechDesk analysts by sharing technical expertise and best practices. Assist in onboarding and training new team members. Promote consistent service standards and a collaborative team environment. Process Improvement
Identify recurring technical issues and recommend solutions to improve service delivery and operational efficiency. Partner with the TechDesk Manager to implement process improvements and service enhancements. Documentation & Knowledge Management
Maintain accurate documentation of troubleshooting steps, resolutions, and support procedures. Contribute to and maintain the internal IT knowledge base to support efficient issue resolution. Support the deployment, configuration, and maintenance of firm-issued laptops, mobile devices, and peripherals. Assist with device imaging, software installation, and mobile device enrollment through the firm’s MDM platform. Support device lifecycle management including replacements, upgrades, and refresh initiatives. Audio/Visual & Conference Room Support
Support and troubleshoot conference room and audio-visual systems for meetings and firm events. Ensure reliable operation of hybrid and remote collaboration technologies. Asset & Inventory Management
Assist in tracking and managing IT assets and technology inventory. Support hardware procurement, asset tracking, and lifecycle management processes. Security & Compliance Support
Support firm security initiatives by assisting with authentication, VPN, and device compliance issues. Ensure adherence to firm IT security policies and elevate potential security incidents as appropriate. Work closely with other IT teams, including Application Services, eDiscovery, and Records, to support firm initiatives and technology projects. User Communication & Service Delivery
Communicate clearly with end users to understand issues, provide updates, and ensure satisfactory resolution. Deliver high-quality customer service while managing multiple priorities in a fast-paced environment. QUALIFICATIONS, SKILLS AND COMPETENCIES
Minimum of 3 years of experience in IT support, preferably within a legal or professional services environment. Strong knowledge of Microsoft Office, Windows operating systems, and common legal applications (e.g., iManage, Litera). Experience with mobile device management (MDM), audio-visual systems, and remote access technologies. Familiarity with IT service management tools and ticketing systems. Excellent written and verbal communication skills. Ability to manage multiple priorities in a fast-paced professional environment. Demonstrated leadership, mentoring, and problem-solving capabilities. The starting base salary range is $100,000 – $115,000, plus competitive benefits and bonus eligibility. The base pay actually offered will take into account internal equity and may vary depending on the candidate’s job-related knowledge, skills and experience, among other factors. At Patterson Belknap, we are dedicated to fostering an inclusive workplace. If this role interests you but you believe your prior work experience may not align perfectly with every qualification in the job description, we still encourage you to apply. You may be the right candidate for this role, or we may help you explore other suitable opportunities. We look forward to hearing from you.
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Technical Support & Troubleshooting
Provide Tier 2/3 technical support for hardware, software, network, and mobile device issues. Troubleshoot and resolve escalated service tickets in a timely and effective manner. Diagnose complex technical problems and coordinate with other IT teams when necessary. Service Desk Operations
Monitor service desk ticket queues and escalations to ensure timely resolution and adherence to service level agreements (SLAs). Assist in prioritizing incidents and coordinating with other IT teams during major incidents or service disruptions. Support the TechDesk Manager in maintaining efficient service desk operations. Mentor and support junior TechDesk analysts by sharing technical expertise and best practices. Assist in onboarding and training new team members. Promote consistent service standards and a collaborative team environment. Process Improvement
Identify recurring technical issues and recommend solutions to improve service delivery and operational efficiency. Partner with the TechDesk Manager to implement process improvements and service enhancements. Documentation & Knowledge Management
Maintain accurate documentation of troubleshooting steps, resolutions, and support procedures. Contribute to and maintain the internal IT knowledge base to support efficient issue resolution. Support the deployment, configuration, and maintenance of firm-issued laptops, mobile devices, and peripherals. Assist with device imaging, software installation, and mobile device enrollment through the firm’s MDM platform. Support device lifecycle management including replacements, upgrades, and refresh initiatives. Audio/Visual & Conference Room Support
Support and troubleshoot conference room and audio-visual systems for meetings and firm events. Ensure reliable operation of hybrid and remote collaboration technologies. Asset & Inventory Management
Assist in tracking and managing IT assets and technology inventory. Support hardware procurement, asset tracking, and lifecycle management processes. Security & Compliance Support
Support firm security initiatives by assisting with authentication, VPN, and device compliance issues. Ensure adherence to firm IT security policies and elevate potential security incidents as appropriate. Work closely with other IT teams, including Application Services, eDiscovery, and Records, to support firm initiatives and technology projects. User Communication & Service Delivery
Communicate clearly with end users to understand issues, provide updates, and ensure satisfactory resolution. Deliver high-quality customer service while managing multiple priorities in a fast-paced environment. QUALIFICATIONS, SKILLS AND COMPETENCIES
Minimum of 3 years of experience in IT support, preferably within a legal or professional services environment. Strong knowledge of Microsoft Office, Windows operating systems, and common legal applications (e.g., iManage, Litera). Experience with mobile device management (MDM), audio-visual systems, and remote access technologies. Familiarity with IT service management tools and ticketing systems. Excellent written and verbal communication skills. Ability to manage multiple priorities in a fast-paced professional environment. Demonstrated leadership, mentoring, and problem-solving capabilities. The starting base salary range is $100,000 – $115,000, plus competitive benefits and bonus eligibility. The base pay actually offered will take into account internal equity and may vary depending on the candidate’s job-related knowledge, skills and experience, among other factors. At Patterson Belknap, we are dedicated to fostering an inclusive workplace. If this role interests you but you believe your prior work experience may not align perfectly with every qualification in the job description, we still encourage you to apply. You may be the right candidate for this role, or we may help you explore other suitable opportunities. We look forward to hearing from you.
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