Help Desk Analyst

Job Summary Under the direction of the Associate IT Support Manager, the Help Desk Analyst is responsible for providing Tier 1 support for internal and external clients with superb customer service, technical support, and fulfilling other job duties as assigned.

Job Functions

• Provides first level phone and remote support to internal and external customers who are experiencing operational, hardware and/or network connectivity problems with their computers and associated software.
• Performs initial information gathering, troubleshooting, and resolution; documents findings and collaborates with senior support personnel to resolve escalated issues as requested.
• Works closely with the Associate IT Support Manager and Director of IT Service Delivery to identify, escalate, and help remediate unusual, recurring, or high-impact incidents.
• Maintains a working knowledge of all Firm‑supported applications, systems, devices, and standard operating procedures.
• Accurately documents, logs, and tracks incidents, requests, and resolutions in the ITSM platform, including authoring and submitting knowledge base articles for review and approval.
• Identifies opportunities to improve Help Desk workflows, efficiency, and overall client service experience.
• Ensures adherence to proper ticket lifecycle management, including prioritization, escalation, communication, and closure.
• Assists with conference room technology setup, troubleshooting, and ensures all audiovisual equipment is operational.
• Provides on‑site hardware and peripheral support, including workstations, laptops, printers, and mobile devices.
• Supports new hire onboarding, office moves, and workstation deployments, including device imaging, quality control, and post‑deployment validation.
• Participates in floor support, training initiatives, and special projects as assigned.
• Provides basic troubleshooting support for employee home office environments, including wireless networking and remote connectivity issues.
• Provides frontline support for Firm approved AI tools and automation platforms, including basic troubleshooting and user guidance.
• Assists users with responsible and effective use of AI features in accordance with Firm policies, security standards, and data-handling requirements.
• Demonstrates strong critical‑thinking skills, sound judgment, and effective problem‑solving abilities.

Qualifications

• Demonstrated experience working in a help desk role.
• Bachelor’s degree is preferred.
• 1-2 years’ experience working in a help desk role. Legal help desk experience is preferred.
• Strong Windows 11, Office O365, and end user applications knowledge.
• Outstanding verbal and written communication skills, with the ability to interact professionally and courteously with individuals at all levels of the organization.
• Excellent telephone etiquette and command of the English language with a demonstrated ability to maintain a customer service focus and a positive attitude at all times.
• Proven ability to work on multiple projects and priorities in a deadline driven environment.
• Strong analytical, organizational, and problem-solving skills, with a high level of attention to detail and commitment to accuracy.
• Demonstrated ability to handle confidential information with the highest level of discretion and professionalism.
• Ability to work both independently and as part of a team.
• Must have physical ability to lift and move computer and related equipment.

Work Authorization

• Applicants must be legally authorized to work in the United States without the need for sponsorship by the Firm (either now or in the future).

Compensation And Total Rewards Package Choate offers a comprehensive Total Rewards package to our business professional team members. The firm also offers comprehensive health and well-being benefits, personal and professional development, career growth opportunities and a collegial and supportive culture. The anticipated pay range for this role is listed below and represents our good faith and reasonable estimate of the salary range for this specific position at the time of posting. In addition, this role is eligible for a discretionary bonus based on performance. The actual offered rate for this position will be determined based on job-related, non-discriminatory factors, including but not limited to qualifications and experience, education, external market data and consideration of internal equity.

$65,000 - $91,000