IT Service Desk Analyst

Location: Louisville GBC, United States; onsite support is required for workstation moves, installations, PC replacements, conference rooms, and visitors.

Company

hirify.global is a global law firm providing legal counsel across finance, business, and regulatory matters.

What you will do

• Provide first-line technology support to a globally distributed customer base through calls, email, self-service, and automated tickets.
• Diagnose and resolve IT incidents, service requests, account and access issues, network and VPN problems, software issues, and hardware incidents.
• Log, prioritize, monitor, and follow up on tickets while escalating issues to resolver groups or Service Desk leadership when required.
• Set up and maintain users’ mobile devices, MDM applications, Windows workstations, and related hardware.
• Coordinate workstation moves, installations, PC replacements, and Windows imaging, including onsite support during office relocations.
• Set up and support Zoom, Microsoft Teams, and audio/visual technology for meetings, conference rooms, visitors, and client offices.

Requirements

• Three or more years of technology support experience, preferably in a legal or professional services environment.
• Strong verbal communication, interpersonal, customer service, and troubleshooting skills.
• Experience supporting Windows 11, Microsoft Office, Outlook, browsers, document management systems, IT hardware, mobile devices, conferencing applications, accounts, access, networks, and VPN connections.
• Advanced knowledge of Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
• Experience with Service Desk and call center tools such as softphones, ticketing systems, knowledge bases, and remote support software.
• College degree or equivalent combination of education and experience.

Nice to have

• ITIL certification.
• Microsoft, A+, Network+, Security+, or similar certifications.

Culture & Benefits

• Standard 37.5-hour workweek with core hours from Monday through Friday, 9:00 a.m. to 5:30 p.m., including an unpaid meal period.
• Additional or adjusted hours may be required to meet business needs and are handled according to overtime requirements and firm policies.
• Commitment to information security best practices and continuous service improvement.
• Opportunity to participate in the Responsible Business program.
• Equal opportunity employer with reasonable accommodations available for applicants and candidates with disabilities.