Frontline Managed Services · 21 hours ago
Tier 2 Service Desk Analyst
Creve Coeur, MO
Full-time
Onsite
Mid Level
3+ years expFrontline Managed Services is a pioneer in IT, Financial, and Administrative Managed Services for legal and professional service firms. As a Tier 2 Service Desk Analyst, you will provide technical support for law firm clients, focusing on first-call resolution and managing escalated issues in a dynamic environment.
E-LearningInformation ServicesLegal
Responsibilities
Serve as a Tier 1 and Tier 2 support resource in a multi-client environment, owning the full lifecycle of technical issues from initial intake through troubleshooting, resolution, and closure
Prioritize first-call resolution and take full ownership of incidents to ensure timely and accurate outcomes
Act as an escalation point for Tier 1 analysts, providing guidance and support as needed
Support multiple law firm clients, understanding their applications, workflows, confidentiality requirements, and time-sensitive needs
Create, update, and maintain detailed service tickets with clear documentation of troubleshooting steps and resolutions in ServiceNow
Provide technical support for:
Windows and macOS workstations
Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Mobile devices (iOS and Android)
Common legal applications (document management, timekeeping, case management systems)
VPN connectivity, networking fundamentals (DNS, DHCP, Wi-Fi)
End-user hardware including laptops, printers, scanners, and peripherals
Support virtual desktop and remote access environments (e.g., VPN, VDI/VMware Horizon), as applicable
Perform user account setup and maintenance, including permissions, MFA support, and access changes
Collaborate with internal teams and third-party vendors to resolve complex issues
Know when to resolve issues independently and when to escalate or collaborate to ensure the best outcome for clients
Escalate infrastructure-level or Tier 3 issues with complete documentation and context
Assist with workstation deployments, updates, and routine maintenance
Contribute to internal documentation, knowledge base articles, and process improvements
Participate in ongoing training, certifications, and skills development
Deliver consistent, high-quality customer service with clear communication, empathy, accuracy, 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 service desk environment
Hands-on experience supporting both Tier 1 and Tier 2 responsibilities
Experience supporting users via phone, ticketing systems, and remote support tools
Experience supporting professional services clients is preferred (legal industry experience is a strong plus)
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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