Service Desk Analyst

Position Overview

This role serves as the first point of contact for resolving technical issues and providing support to Cornerstone Research, one of our enterprise service desk (ESD) clients. As part of a dedicated team, you will gain in-depth knowledge of the client's systems, software, and processes while building strong working relationships with their staff. Internal applicants can expect the opportunity to deepen technical troubleshooting expertise, grow familiarity with a single client environment, and play a key role in delivering consistent, high-quality IT support.

What You'll Do

• Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installation issues, and other software/hardware/network issues.
• Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with frontline MS script, spelling, grammatical, and related guidelines).
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines).
• Escalate unresolved issues to Team Leads.
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.

What We're Looking For

• Strong troubleshooting and technical problem-solving skills.
• Ability to clearly communicate with clients and colleagues in both written and verbal form.
• Working knowledge of remote access tools, user administration, and ticket management systems.
• Proven ability to follow structured processes while maintaining attention to detail and accuracy.
• Commitment to providing professional, client-centered support.

Preferred Experience

While not required, experience in the following would be a plus:

• Prior work on a dedicated service desk team or direct client-specific support.
• Familiarity with enterprise-level law firm environments or legal applications.
• MOS certification or other relevant technical certifications.
• Demonstrated success in identifying trends in technical issues and proactively raising solutions.

Requirements

Must be out of Training/Nesting. Applicants must not be subject to any active disciplinary warning or performance process, including written or final written warnings, absenteeism-related corrective action, Sick Leave Counseling, or a Performance Improvement Plan (PIP). Employees with active disciplinary or performance actions will not be considered for this internal opportunity until the applicable warning or sanction period has expired. Once expired, eligibility will be assessed based on the standard selection criteria.

Schedule

Monday-Friday, 8 AM - 5 PM EST

Not Sure You Meet Every Requirement?

If you're interested in growing your career with this role, we'd love to hear from you, even if you don't meet every requirement. Internal growth starts with hitting APPLY!

Before You Apply

We're glad you're interested in growing your career with us! As part of our commitment to transparency and teamwork, we encourage you to talk with your current manager before applying. This conversation gives you a chance to share your career goals, get support and guidance, and helps ensure a smooth transition if you're selected. Please know, your eligibility for the role is not affected by whether you've had this discussion. It's simply a best practice to keep everyone aligned and supportive of your development.

"We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status."