Desktop Support Analyst

Join Goodwin’s Global Operations Team, and make a real impact on a global scale. At Goodwin, we work with some of the world’s most successful and innovative investors, entrepreneurs and disruptors in the life sciences, private equity, real estate, technology and financial industries, and where they converge. As part of the Global Operations Team – all business professionals at the firm – you’ll collaborate with colleagues from varied backgrounds and experiences, fostering an environment where cross-functional learning, networking, and collaboration are at the core of what we do.

Here, we’re not just supporting a law firm; we’re partnering with attorneys and clients to deliver cutting-edge solutions in high-stakes litigation and dispute resolution, world-class regulatory compliance and advisory services, and complex transactions. Our commitment to integrity, ingenuity, agility, and ambition drives us, and we’re proud to have been recognised as the “Best Business Team” by The American Lawyer.

This is your opportunity to grow professionally in a dynamic, global environment, surrounded by forward-thinking peers.

As the Desktop Support Analyst, you will be responsible for providing high-quality desktop, mobile device and applications support for attorneys and professional staff, both locally in the office and remote staff. As a member of the Desktop Operations team, you will facilitate desktop service fulfillment requests, provide guidance and ”how to” information, assess requests for new services and features for potential fulfillment by existing services, restore PC Desktop and related technology services or service features to a satisfactory operational state, assess requests for new services and features for potential fulfillment by existing services, and help improve the user experience.

What you do:

• Provide direct, hands-on and remote support to users who are experiencing desktop operating system, connectivity and applications issues and provide complete follow-through to successful resolution.
• Perform hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure customer satisfaction.
• Provide 2nd level support for all software escalations from User Support. Provide 2nd level support for all remote access calls escalated from User Support (VmWare View, Citrix, and VPN).
• Responsible for hardware procurement: including placing orders through online purchasing tools for specified vendors for PCs and hardware peripherals and management inventory of those items.
• Act as a liaison between the other support groups within IT to ensure proper communication about new user services and/or problems with existing user services  is taking place. 
• Collaborate with IT Infrastructure team perform occasional hands-on IT infrastructure hardware installation and maintenance.
• Effectively translate user requests, business needs and technical specifications into formal written documentation.Engage end users in a consultative capacity providing solutions and desired outcomes.
• Maintain vendor relationship for contact/troubleshooting purposes serving as a liaison with third-party support and PC equipment vendors.Responsible for physical asset inventory and asset management within the office.
• Ability to participate in firm wide, off-hours on-call rotation.

Who you are:

• Bachelor’s Degree in computer Science or related field or equivalent work experience.
• Two or more years knowledge and experience troubleshooting and working with Microsoft Windows and Office Suite including legal specific applications add-ons, including document management experience and handheld technologies.
• Basic network administrative experience with Microsoft Active Directory.  SCCM and FIM knowledge is a plus.
• Experience working with connectivity and application troubleshooting with VMware View, Citrix and VPN environment.
• Experience with Cisco IP Telephony is a plus. 
• Ability to troubleshoot issues with a wide variety of Apple and Android based mobile devices.components.

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Benefits and More

At Goodwin, you will discover your next career opportunity with a rewarding compensation package and comprehensive benefits, including:

• Health, dental, and vision insurance

• Life and disability insurance

• Retirement & Savings Plan

• Emergency back-up child and adult care

• Paid vacation, sick time off, and holidays

• Professional development and career advancement opportunities

• Employee recognition and reward programs

• Employee wellness and assistance programs

• Employee discounts and perks

This position is eligible for overtime: YesThe Target Salary Range For This Position Varies By Location And Is Commensurate With Relevant Experience: $75,000.00 - $95,000.00