Help Desk Analyst

CDW is seeking a Service Desk Analyst to provide frontline technical support to firm users, including attorneys, staff, and business professionals. This role serves as a primary point of contact for technology assistance, balancing inbound calls, active ticket resolution, accurate documentation, and proactive ownership of user issues.

Responsibilities

· Provide technical support via phone, ticketing systems, and other communication channels.

· Diagnose and troubleshoot hardware, software, and access-related issues; gather relevant user information and document troubleshooting steps, findings, and resolutions.

· Maintain call readiness throughout scheduled work hours, answer the Help Desk line, assist with incidents in the main IT Support queue, and create or update tickets during or immediately after calls.

· Set up and support A/V systems for meetings, presentations, and video conferences; troubleshoot Zoom, Microsoft Teams, Teams Rooms, projectors, room control systems, and presentation equipment.

· Own assigned support tickets, prioritize by urgency, impact, and service level expectations, provide timely user updates, and escalate issues appropriately.

· Adhere to assigned schedules and break periods, remain available for incoming requests, and promptly notify leadership of schedule deviations or unexpected absences.

· Collaborate with support staff and technical teams, share knowledge, and contribute to a positive, productive support environment.

· 1-2 years of Help Desk or technical support experience, preferably in a professional services environment.

· Previous call center or high-volume support environment experience.

· Proficiency with Microsoft 365, including Outlook, Word, Excel, and Teams; Windows OS; and remote support tools.

· Experience supporting common desktop and mobile hardware, including PCs, printers, and iPhones.

· Familiarity with A/V systems and conferencing platforms such as Zoom, Teams Rooms, or Crestron.

· Experience with ITSM platforms such as Ivanti, ServiceNow, or Zendesk.

· Excellent verbal and written communication skills and ability to multitask in a fast-paced support environment.

Preferred Qualifications

· Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a computer- or technology-related field, or equivalent experience.

· Help Desk or technical support experience in a law firm or professional services environment.

If you bring hands-on service desk experience, strong customer service, and confidence supporting modern workplace technologies in a high-volume environment, we encourage you to apply.