Help Desk Analyst

About the role

Neal, Gerber & Eisenberg LLP is seeking a proactive Help Desk Analyst to join its IT Department. The analyst will serve as the first point of contact for users, handling incidents and service requests across the firm’s hardware, software, and AV environments.

Key responsibilities

• Log and track support calls in the IT Service Management (ITSM) system, documenting troubleshooting steps and resolutions.
• Own emailed incidents and requests, ensuring timely resolution or appropriate escalation.
• Provide technical support for all firm hardware, software, and specialized applications.
• Maintain asset information for firm equipment within the ITSM platform.
• Train and assist users on specialized software used by administrative departments and practice groups.
• Support and regularly test conference and audio‑visual equipment.
• Participate in special projects assigned by the Help Desk Manager and Director of Information Services.

Required profile

• High school diploma or GED required; Bachelor’s degree in Computer Science or related field preferred.
• Minimum three years of technical support experience in a professional services environment, preferably a law firm.
• Strong oral and written communication skills with the ability to assist users both virtually and in person.
• Experience with networking technologies and Microsoft Windows system administration.

Required skills

• iManage
• Microsoft O365 Platform
• Power PDF
• ServiceDesk Plus Cloud (ITSM)
• Windows system administration
• Networking fundamentals

What we offer

• Competitive salary range of $70,000 – $80,000 per year.
• Comprehensive Total Rewards Package.
• Opportunities for professional development and certification support.