Service Desk Analyst

Simpson Thacher & Bartlett LLP

. Provide first-line support by telephone, Microsoft Teams, remote support tools, email, and in person for Firm applications, computers, mobile devices, peripherals, telephony, and related technology services .

Posted 10/23/2026full-timeNew York City • New York • United StatesJuniorMid-Level💰 $80,000 - $95,000 per yearWebsite

Tech Stack

Tools & technologies

CitrixServiceNow

About the role

Key responsibilities & impact

Provide first-line support by telephone, Microsoft Teams, remote support tools, email, and in person for Firm applications, computers, mobile devices, peripherals, telephony, and related technology services
Diagnose and resolve software, hardware, account-access, printing, connectivity, remote-access, and collaboration issues
Distinguish individual incidents from broader service disruptions
Create and maintain ServiceNow records for support interactions requiring troubleshooting or follow-up
Prioritize incidents and requests based on urgency, business impact, security risk, and departmental guidelines
Maintain ownership through resolution or effective escalation
Communicate step-by-step guidance and timely status updates to users, technical teams, and management
Follow identity verification, password, multifactor authentication, information-security, privacy, and access-control procedures
Support Windows 11, Microsoft 365, Outlook, Teams, Teams Phone, web browsers, Adobe Acrobat, PowerPDF, iManage, Citrix, VPN services, and other Firm or legal-industry applications
Use the IT Service Desk Teams Call Queue according to departmental procedures
Configure, test, troubleshoot, secure, and support laptops, smartphones, tablets, headsets, desk phones, and other endpoint devices
Assist with device deployment and lifecycle activities including imaging, setup, software installation, testing, secure wiping, loaner equipment, and restoration
Create and improve knowledge articles, troubleshooting documentation, standard operating procedures, and user guidance
Identify recurring incidents, service gaps, and opportunities for automation or process improvement
Participate in shift handoffs, major incident support, technology rollouts, onboarding and offboarding, training, and assigned coverage outside standard hours
Protect confidential, privileged, personal, and Firm information and comply with Firm policies and procedures
Perform other duties as assigned

Requirements

What you’ll need

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 clearly and concisely
Basic math skills: addition, subtraction, multiplication, division
Working knowledge of Windows 11, iManage, MS Office, document comparison software such as ChangePro, Diaries System, SharePoint, telephone support, smartphones, tablets, and laptops
Ability to effectively prioritize and plan work to meet deadlines in a high-pressure environment
Strong attention to detail, analytical and problem-solving skills
Strong customer service skills
Ability to master new Firm applications quickly and effectively
Must not require employer sponsorship for a work visa
Ability to perform required sedentary work and physical activities including sitting, walking, lifting, carrying, pushing/pulling, bending/stooping/kneeling/crouching, and reaching

Benefits

Comp & perks

Overtime pay eligibility for this non-exempt role
Hybrid work arrangement