Service Desk Analyst (On-site)

Service Desk Analyst (On-site)

The Service Desk Analyst provides frontline technical support to firm users, including attorneys, staff, and business professionals. This role serves as a primary point of contact for technology assistance, responding to inbound calls and support requests.

Service Desk Analysts are expected to remain call-ready during scheduled work hours while balancing inbound support calls, active ticket resolution, and accurate documentation. A strong commitment to customer service is essential, including clear communication, timely follow-up, and proactive ownership of issues to ensure users feel supported and confident in the services provided.

• Job Type: Contract to hire
• Location: Atlanta, GA (On-site)
• Compensation: This job is expected to pay about $28 - $37 per hour plus benefits
• No Visa Sponsorship Available for this role, no C2C

What You’ll Do:

Technical Support

• Provide technical support via phone, ticketing systems, and other communication channels.
• Diagnose and troubleshoot hardware, software, and access-related issues.
• Gather relevant information from users to accurately assess and resolve issues.
• Document all troubleshooting steps, findings, and resolutions within the ticketing system.

Phone Support Coverage

• Maintain call readiness throughout the workday except during approved breaks or meetings.
• Provide firm-wide support by answering our Help Desk line and assisting with incidents received in the main IT Support queue.
• Answer inbound calls promptly and professionally.
• Accurately create or update support tickets during or immediately following calls.
• Clearly communicate troubleshooting steps, resolutions, and next steps to users.

Audio/Visual & Meeting Technology Support

• Set up and support A/V systems for meetings, presentations, and video conferences.
• Troubleshoot conferencing platforms such as Zoom, Microsoft Teams, or Teams Rooms.
• Assist with projectors, room control systems, and presentation equipment.

Ticket Management

• Maintain ownership and accountability for assigned support tickets.
• Prioritize tickets based on urgency, impact, and service level expectations.
• Provide timely updates to users regarding issue status and progress.
• Escalate issues appropriately when additional expertise or resources are required.

Team Collaboration

• Work collaboratively with other support staff and technical teams.
• Share knowledge and assist team members when appropriate.
• Contribute to maintaining a positive and productive support environment.

What Gets You the Job:

• Associate's or Bachelor’s degree in information technology, Computer Science, or a computer or technology-related field preferred or equivalent experience.
• 1–2 years of experience in a Help Desk or technical support role, preferably in a law firm or professional services environment.
• Previous call center or high-volume support environment experience.
• Proficiency with Microsoft 365 (Outlook, Word, Excel, Teams), Windows OS, and remote support tools.
• Experience supporting common desktop and mobile hardware (PC’s Printer, iPhones, etc.).
• Familiarity with A/V systems and conferencing platforms such as Zoom, Teams Rooms, or Crestron.
• Excellent verbal and written communication skills.
• Experience with ITSM platforms (e.g., Ivanti, ServiceNow, Zendesk).
• Ability to multitask in a fast-paced support environment.

Irvine Technology Corporation (ITC) connects top talent with exceptional opportunities in IT, Security, Engineering, and Design. From startups to Fortune 500s, we partner with leading companies nationwide. Join us. Let us ELEVATE your career!

Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.