Analyst I Service Desk

Womble Bond Dickinson (US) LLP seeks an on-site Service Desk Analyst for its Washington, D.C. office. The Service Desk Analyst is a key member of a collaborative team that provides high-quality technical support to attorneys and staff firmwide. This role focuses on resolving hardware, software, and system-related issues—often in time-sensitive situations. Success in this position requires strong troubleshooting skills, clear communication, and a team-oriented mindset to ensure reliable service delivery and a positive user experience. 

RESPONSIBILITIES:

• Work as part of a distributed Service Desk team to provide technical support across a broad range of user devices, applications, and office environments.


• Participate in a rotating after-hours and weekend on-call schedule shared across the team.


• Provide in-person support and maintain technology operations at their designated home office, while also assisting remote users across the firm’s 29 locations.


• Monitor local and firmwide Service Desk queues, collaborating with teammates to resolve escalated or complex technical issues.


• Contribute to knowledge sharing by documenting procedures and proposing service delivery improvements.


• Collaborate with other functional IT departments on projects and operational needs.


• Coordinate setup of telephone, printers, and firm-approved software in collaboration with other team members.


• Assist in regular conference room checks and support audio/video conferencing technologies.


• Occasional travel required to assist with firm-related needs, including litigation and trial site support. 

REQUIREMENTS:

• Associate's degree or equivalent from a two-year college required; a four-year degree and relevant industry certifications preferred.


• ITIL certification or demonstrated understanding preferred.


• Strong knowledge of Microsoft Windows and Office; experience with legal-specific applications is highly valued.


• Excellent written and verbal communication skills


• Strong sense of teamwork, collaboration, and accountability in a distributed support model.


• Demonstrated ability to provide responsive, professional, and user-friendly support in a high-demand environment.

COMPENSATION: The national average salary range for this role is $51,500-$92,500. Starting salary will be determined based on location, qualifications, and experience. 

This position is subject to export control laws.