Frontline Managed Services · 20 hours ago
Tier 2 Service Desk Analyst (Legal IT / Professional Services)
Creve Coeur, MO
Full-time
Onsite
Mid Level
3+ years expFrontline Managed Services is a leader in IT, Financial, and Administrative Managed Services for legal and professional service firms. As a Tier 2 Service Desk Analyst, you will provide high-quality IT support for law firm clients, focusing on first-call resolution and client satisfaction while managing escalated technical issues.
E-LearningInformation ServicesLegal
Hiring Manager
Erik E.
Responsibilities
Serve as a Tier 1 and Tier 2 IT support resource in a multi-client, professional services environment, owning the full lifecycle of technical issues from intake through troubleshooting, resolution, and closure
Prioritize first-call resolution and take ownership of incidents to ensure timely, accurate outcomes
Act as an escalation point for Tier 1 analysts, providing technical guidance and mentoring
Support multiple law firm clients , understanding their applications, workflows, confidentiality requirements, and time-sensitive needs
Create, update, and maintain detailed tickets in ServiceNow , documenting troubleshooting steps and resolutions
Provide technical support for:
Windows and macOS workstations
Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Mobile devices ( iOS and Android )
Legal applications including document management, timekeeping, and case management systems
VPN connectivity, DNS, DHCP, Wi-Fi , and networking fundamentals
End-user hardware including laptops, printers, scanners, and peripherals
Support virtual desktop and remote access environments (VDI, VMware Horizon, VPN)
Perform user account administration , permissions, MFA support, and access changes
Collaborate with internal IT teams and third-party vendors to resolve complex issues
Escalate infrastructure-level and Tier 3 issues with complete documentation and technical context
Assist with workstation deployments, patching, updates, and routine maintenance
Contribute to knowledge base articles, documentation, and continuous process improvements
Deliver consistent, high-quality customer service and client support with professionalism, empathy, and accountability
Qualification
Required
CompTIA A+ certification required or, in lieu of certification, an associate's degree in information technology or related field
3+ years of experience in a help desk or IT service desk environment
Hands-on experience supporting both Tier 1 and Tier 2 IT support responsibilities
Experience supporting users via phone, ticketing systems, and remote support tools
Experience supporting professional services clients preferred (legal industry experience is a strong plus)
Serve as a Tier 1 and Tier 2 IT support resource in a multi-client, professional services environment, owning the full lifecycle of technical issues from intake through troubleshooting, resolution, and closure
Prioritize first-call resolution and take ownership of incidents to ensure timely, accurate outcomes
Act as an escalation point for Tier 1 analysts, providing technical guidance and mentoring
Support multiple law firm clients, understanding their applications, workflows, confidentiality requirements, and time-sensitive needs
Create, update, and maintain detailed tickets in ServiceNow, documenting troubleshooting steps and resolutions
Provide technical support for Windows and macOS workstations
Provide technical support for Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Provide technical support for mobile devices (iOS and Android)
Provide technical support for legal applications including document management, timekeeping, and case management systems
Provide technical support for VPN connectivity, DNS, DHCP, Wi-Fi, and networking fundamentals
Provide technical support for end-user hardware including laptops, printers, scanners, and peripherals
Support virtual desktop and remote access environments (VDI, VMware Horizon, VPN)
Perform user account administration, permissions, MFA support, and access changes
Collaborate with internal IT teams and third-party vendors to resolve complex issues
Escalate infrastructure-level and Tier 3 issues with complete documentation and technical context
Assist with workstation deployments, patching, updates, and routine maintenance
Contribute to knowledge base articles, documentation, and continuous process improvements
Deliver consistent, high-quality customer service and client support with professionalism, empathy, and accountability
Resolve issues thoroughly during the first interaction
Communicate clearly and professionally with non-technical users
Understand the confidentiality, urgency, and service expectations of legal environments
Manage multiple clients and competing priorities effectively
Work independently while collaborating effectively within a service desk team
Are detail-oriented, organized, and proactive
Adapt quickly to new technologies and evolving client needs
Preferred
Hands-on experience using ServiceNow for ticketing, triage, routing, documentation, and resolution tracking
CompTIA Network+
Microsoft MS-900 or higher
Company
Frontline Managed Services
Frontline Managed Services provides outsourced solutions to the legal and accounting markets.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Broad Sky Partners
2024-12-11Private Equity
2024-12-11Acquired
Leadership Team
Darryl Hair
Chief Operating Officer
Michael Glasser
Equity Partner and EVP
Recent News
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