Robins Kaplan LLP · 19 hours ago
Service Desk Analyst
Boston, MA
Full-time
Onsite
Entry Level
$31.38/hr - $38.76/hr
2+ years expRobins Kaplan LLP is a law firm seeking a Service Desk Analyst for their Boston Office. The role involves providing technical support services to clients, troubleshooting hardware and software issues, and ensuring high levels of customer satisfaction.
Legal
Responsibilities
Provide exceptional first-level technical support via phone, email, chat, and in-person with a friendly and proactive approach
Troubleshoot, install, configure, and maintain hardware (computers, peripherals) and software, including Microsoft Office Suite, legal-specific Office add-ons, Adobe products, iManage Document Management, Zoom Video and Phone, InTune Company Portal, Okta 2FA, OCR software, ITSM software, Citrix, Bomgar NinjaOne, and other law-specific applications
Consistently document all client interactions, requests, incidents, and resolutions accurately within the ITSM system, ensuring clarity and completeness
Effectively coordinate or escalate unresolved issues to appropriate Tier 2 teams or external vendors, maintaining clear communication and follow-up
Regularly monitor system performance, proactively apply necessary security patches and software updates to ensure optimal client productivity
Maintain clear, proactive communication with clients, providing frequent status updates and ensuring high levels of customer satisfaction
Create and update user-friendly training materials, guides, and troubleshooting documentation to empower clients and colleagues
Proactively identify and implement opportunities to improve processes, enhance service delivery, and increase operational efficiency
Engage actively in ongoing training, webinars, and self-study to continuously enhance technical expertise and customer support skills
Collaborate with team members and management and participate in periodic OnCall rotations
Maintain office’s data and communication room facilities
Provide other services as requested by management
Qualification
Required
Strong proficiency in Microsoft Office Suite, Adobe Standard, and legal-specific software
Excellent verbal and written communication skills
Basic understanding of Active Directory and networking concepts
A proactive and detail-oriented approach to documentation and problem-solving
Outstanding customer service skills with an emphasis on client satisfaction and positive interactions
Must have at least two years of IT support experience
Preferred
Call center and service desk experience preferred
Law firm experience preferred
Company
Robins Kaplan LLP
Robins Kaplan LLP is among the nation’s premier trial law firms, with more than 200 attorneys in Bismarck, N.D.; Boston; Los Angeles; Minneapolis; New York; Silicon Valley; and Sioux Falls, S.D.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
James Kitces
Managing Partner, Boston Office
Recent News
2025-07-08
Company data provided by crunchbase