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Kilpatrick Townsend & Stockton LLP · 1 day ago

Desktop Services Analyst

Atlanta, GA

Full-time

Onsite

Entry, Mid Level

$34.20/hr - $51.28/hr

2+ years exp

Kilpatrick Townsend & Stockton LLP is a large international law firm seeking a Desktop Services Analyst for their Information Technology Department in Atlanta. This role involves providing 2nd level technical support for hardware and software issues, managing audio, video, and web conference support, and ensuring customer satisfaction through effective troubleshooting and documentation.

Law Practice

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Provide 2nd level software and hardware support

Research application software solutions, assessing their feasibility as a resolution or workaround

Perform installation and set-up of stand-alone software as needed in collaboration with the applications support team to ensure licensing records are maintained

Troubleshoot and develop technical solutions and training related to software and setup errors for Service Desk/DTS analysts. All documentation should include workaround procedures when standard procedures have failed

Assist with audio, web, and video conference set-up and support, including conference room set up and support for presentations, including providing offsite IT support for presentations and seminars when necessary

Manage vendor and IT peer relationships to coordinate conferences, troubleshoot, and conduct proactive maintenance events

Actively monitor conferencing sessions to quickly and proactively identify traffic patterns and device performance issues to ensure quality conferencing sessions

Perform installation and repair of computer hardware and peripherals, including, but not limited to desktops, laptops, monitors, digital voice recorders, printers and scanners, wireless cards

Support and install mobile computing and communications devices, including but not limited to iPhone, iPad, Android, Windows mobile units, and broadband data cards

Assist with moving computer equipment for office moves

Perform preventative maintenance tasks to ensure optimal performance of all desktops, laptops, printers and other computer peripherals

Maintain up to date inventory records of computer equipment and peripherals

Travel to other Kilpatrick offices to provide desktop support assistance when necessary

Provide remote assistance to other Kilpatrick offices when necessary

Keep IT management informed and updated on major IT support issues in a timely manner

Track user support calls and response in the Firm’s ticket tracking software

Provide floor support to customers as needed

Utilize all available technical resources and current support policies in order to provide accurate solutions and ensuring customer satisfaction

Perform defined functions related to Desktop Services support

Participate actively in maintaining an internal knowledge base system

Escalate problems requiring more in-depth knowledge to 3rd level teams in a timely manner and follow up on resolution

Utilize, update and maintain knowledge base

Attend training offered within the group and as required by supervisor

Cross train other Desktop support staff to create secondary layer of support when required

Keep Office Administrator and other key staff and attorneys in local office updated with status on major IT issues when required in a timely manner

Provide onsite assistance during maintenance window when required for server and network changes

Assist other IT Staff members where appropriate

Perform 1st level systems and network support and administrative duties. Maintain, as directed, overall responsibility of local server room, MDF closet or other areas where network infrastructure is located and escalate issues to management in a timely manner

Perform 1st & 2nd level VoIP telecom support. This includes, but is not limited to Adds/Moves/Changes and voicemail administration

Participate in firm/team projects as required

Assist supervisor, designated supervisor or team members as requested in all duties not outlined above

Develop policies, procedures and best practices to ensure client experience with Desktop Services meets or exceeds business needs and customer expectations

Travel to other KS offices to provide desktop support assistance when necessary

Provide offsite IT support assistance to KS attorneys and staff for presentations and seminars when necessary

Work with vendor contacts to resolve technical problems with supported hardware and software

Plan, write and maintain application and user support documentation when required

Asset Management: Responsible for the tracking of all fixed and loaner computer equipment and peripherals in local office

Create and maintain documentation pertaining to installation, configuration, and daily support of applications

Qualification

2nd level technical supportHardware installationRepairAudio/video conference supportCisco Network CertificationsA+ CertificationMicrosoft Office SpecialistMCITP CertificationCustomer supportTroubleshootingDocumentation skillsTeam collaboration

Required

Minimum of 2 years of experience in the use of microcomputers, preferably in a legal environment

Knowledge and experience with applications and technologies utilized in the legal environment

Hardware Tech Certification – A+, CompTIA

Cisco Network Certifications

Microsoft Office Specialist Microsoft Office Word 2010 Expert

MCITP – Microsoft Certified IT Professional - Windows, Enterprise Desktop Administrator

Preferred

BS Degree Preferred

Benefits

Multi-faceted health benefit package including medical, dental, and vision

Life insurance

Short term disability plans

Retirement plans

Holidays

Paid time off

Company

Kilpatrick Townsend & Stockton LLP

Kilpatrick is trusted counsel to the world’s most innovative companies.

Founded in 1860

Atlanta, Georgia, US

1001-5000 employees

https://ktslaw.com/

H1B Sponsorship

Kilpatrick Townsend & Stockton LLP has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (2)

2024 (1)

2023 (4)

2022 (3)

2021 (1)

2020 (3)