Service Desk Analyst III

Beveridge & Diamond is a leading law firm with a focus on environmental and natural resource law. We are committed to providing exceptional legal services to our clients while fostering a collaborative and inclusive work environment.

Position Overview 

The Service Desk Analyst III provides advanced technical support and assistance to a diverse workforce of 250 employees across seven offices nationwide, focusing on resolving complex hardware, software, and network-related issues. Reporting to the Service Desk Supervisor, this role serves as a subject matter expert for specific technologies or systems, mentors junior analysts, and contributes to maintaining ISO 27001 compliance within the IT service desk function. This role requires deep technical expertise, excellent problem-solving skills, and strong leadership capabilities.

• Provide advanced technical support and assistance to firm employees for hardware, software, and network-related issues.
• Investigate and resolve complex technical problems, utilizing advanced troubleshooting techniques and diagnostic tools.
• Serve as a subject matter expert for specific technologies or systems, providing guidance and expertise to other team members.
• Develop and implement innovative solutions to improve service delivery and enhance user experience.
• Assist in maintaining ISO 27001 compliance within the IT service desk function by following established procedures and protocols.
• Mentor and train junior service desk analysts, providing guidance on technical issues, best practices, and professional development.
• Collaborate with other IT teams and departments to address escalated technical issues and implement cross-functional projects.
• Lead the testing and evaluation of new software applications and hardware devices, providing feedback and recommendations for improvement.
• Participate in the development and implementation of IT policies, procedures, and standards, ensuring alignment with ISO 27001 requirements.
• Document technical solutions, best practices, and troubleshooting procedures for knowledge-sharing and training purposes.
• Provide on-call support and participate in a rotating after-hours support schedule as needed. 

 Key Technologies 

• Advanced knowledge of Microsoft Windows operating systems, Microsoft Office suite, and common business applications.
• Experience with Active Directory, Exchange, Azure AD, and other directory services.
• Proficiency in troubleshooting desktops, laptops, printers, mobile devices, and network connectivity issues.
• Experience with remote access and mobile computing technologies, including VPN, mobile device management (MDM), and virtual desktop infrastructure (VDI).
• Familiarity with document management systems used by the firm, such as iManage DMS.
• Proficiency in legal practice management software utilized by the firm, such as Elite.
• Strong understanding of networking concepts, protocols, and infrastructure components.
• Experience with voice and video conferencing systems, such as Cisco Webex or Microsoft Teams, used for internal and client communications.
• Knowledge of ITIL framework and best practices for service management.
• Adherence to ISO 27001 standards and procedures in the handling of confidential information and data security practices.

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• 5+ years of experience in a technical support role, with a focus on providing advanced troubleshooting and problem-solving solutions.
• Technical certifications (e.g., CompTIA A+, Microsoft Certified Professional, Cisco Certified Network Associate) preferred.
• Strong understanding of ISO 27001 standards and requirements, with experience implementing and maintaining ISO controls.
• Experience working in a law firm or legal department environment is highly desirable.
• Excellent communication and interpersonal skills, with the ability to effectively interact with users at all levels of the organization.
• Strong leadership and mentoring abilities, with a passion for developing team members and driving continuous improvement.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Customer-focused mindset with a commitment to delivering high-quality support and service to internal stakeholders.

 Additional Information: 

• This is a full-time position based at the Washington, DC office. 
• The role is currently hybrid, with in-person support scheduled for Tuesdays, Wednesdays, and Thursdays, but this arrangement is subject to change based on evolving business needs and policies. 
• Service Desk hours (Monday through Friday from 8:00 AM to 9:00 PM Eastern Time) 
• Occasional after-hours support may be required for critical issues or project work. Service Desk analysts will participate in a weekly rotation for after-hours support, ensuring coverage for emergency situations outside of regular service hours.