Deskside Support Analyst at Fried Frank Business Services Opportunities

Are you a seasoned IT professional who thrives on solving complex technical challenges while delivering top-tier service? We are looking for a Senior Deskside Support Analyst to join our team and serve as a critical escalation point for our internal operations. If you are passionate about technology and enjoy working in a fast-paced environment where your expertise directly impacts user productivity, we want to hear from you.

Role at a glance

This is a full-time, senior-level position based on-site in the United States. You will act as the primary 2nd level support for our managed services team, handling everything from complex hardware troubleshooting to high-level software deployments and audiovisual support.

Your impact

• Act as the go-to technical expert for escalated issues that require a deeper level of investigation and resolution than frontline support can provide.
• Maintain our internal knowledge base by creating and updating detailed support articles within ServiceNow to ensure consistent service delivery.
• Collaborate with our applications and operations teams on hardware imaging, printer support, and the setup of complex videoconferencing environments for meetings.

What you'll need

To be successful in this role, you should bring a strong background in IT support, particularly within the legal industry. We are looking for someone who possesses the following:

• At least five years of experience supporting hardware, including laptops, desktops, and printers, alongside deep proficiency in Windows 10, iOS, MS Office, VPN, and Citrix.
• Strong communication skills in English and a commitment to providing excellent customer service in a high-pressure, deadline-driven environment.
• A proactive mindset with the ability to work independently, mentor others, and manage multiple priorities effectively.
• A working knowledge of ITIL frameworks is highly preferred, and a college degree is considered a plus.

Perks and compensation

We offer a competitive salary range of $80,000 to $85,000 USD. The final offer will be determined based on your unique experience, educational background, certifications, and professional qualifications.