Simpson Thacher & Bartlett LLP · 2 days ago
Service Desk Analyst
New York
Full-time
Hybrid
Entry, Mid Level
$80K/yr - $95K/yr
2+ years expSimpson Thacher & Bartlett LLP is a law firm seeking a Service Desk Analyst to provide support for various Firm applications and devices. The role involves troubleshooting hardware and software issues, educating users, and documenting solutions to enhance the support process.
Law Practice
No H1B
Responsibilities
Diagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issues
Apply expert knowledge of “STB applications”, such as MS Windows 10, Outlook, MS Office, Worksite, Diaries, IE, Citrix, Acrobat, STBWeb and legal research tools to troubleshoot and resolve problems
Educate users and team members on software and support issues
Communicate clear, concise, step-by-step procedures to users
Escalate Firm-wide system problems according to Department guidelines
Create a call tracking ticket for every issue handled, including all relevant information in a concise manner when escalating user problems to 3rd level support
Prioritize issues based on urgency and according to Department guidelines
Follow up with users to ensure issues have been satisfactorily resolved
Document troubleshooting steps to share with User Support and others as appropriate
Make suggestions for departmental technical procedures and troubleshooting knowledgebase
Troubleshoot with vendor support to resolve technical issues
Understand all methods of accessing the Firm’s systems remotely; effectively troubleshoot user remote access problems, e.g. Citrix, VPN
Configure, test, troubleshoot smartphones and other devices for domestic and international use ensuring that secured and adequate connectivity is available at the traveler’s destination
Assist with laptop imaging and configuration, wipe devices according to Department guidelines and restore laptop to original configuration upon return
Troubleshoot and resolve basic telephone equipment problems
Perform other duties as assigned
Qualification
Required
High School diploma or GED equivalent required
2 to 4 years of relevant experience required
Ability to present information effectively verbally and in writing
Ability to communicate step-by-step procedures to users in a clear and concise manner
Basic math skills: addition, subtraction, multiplication, division
Working knowledge of Windows 10, iManage, MS Office, document comparison software (i.e. ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets and laptops
Ability to effectively prioritize and plan work to meet deadlines in high pressure environment
Strong attention to detail, analytical and problem solving skills
Strong customer service skills
Ability to master functionality of new Firm applications quickly and effectively
Preferred
TECHNICAL SKILL COURSEWORK PREFERRED
Company
Simpson Thacher & Bartlett LLP
Simpson Thacher & Bartlett LLP is one of the world’s leading international law firms.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Kelly Stevens
Chief Operating Officer
Alan Turner
Partner
Recent News
2025-10-02
FinTech Global
2025-10-02
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