Service Desk Analyst

Simpson Thacher & Bartlett is seeking a Service Desk Analyst to deliver first-line technical support across the Firm. This hybrid role in New York, NY focuses on helping users with Firm applications, endpoint technologies, and core collaboration services through phone, Microsoft Teams, remote support tools, email, and in-person assistance.

What you’ll do

• Provide first-line support by telephone, Microsoft Teams, remote support tools, email, and in person for Firm applications and related technology services, including computers, mobile devices, peripherals, and telephony.
• Diagnose and resolve software, hardware, account-access, printing, connectivity, remote-access, and collaboration issues, including distinguishing individual incidents from broader service disruptions.
• Create and maintain ServiceNow records for support interactions that require troubleshooting or follow-up, capturing the issue, user impact, troubleshooting steps, resolution, escalation details, and next steps.
• Prioritize incidents and requests using urgency, business impact, security risk, and departmental guidelines, maintaining ownership through resolution or effective escalation.
• Deliver clear, concise, step-by-step guidance and provide timely status updates to users, technical teams, and management.
• Follow approved identity verification, password, multifactor authentication, information-security, privacy, and access control procedures, stopping and escalating activity that appears suspicious or falls outside documented authority.
• Support Microsoft Windows 11, Microsoft 365, Outlook, Teams, Teams Phone, web browsers, Adobe Acrobat, PowerPDF, iManage, Citrix, VPN services, and other Firm or legal-industry applications as assigned.
• Use the IT Service Desk Teams Call Queue according to departmental procedures, including call ownership, voicemail handling, outbound caller identification, and presence management.
• Configure, test, troubleshoot, secure, and support endpoint devices for office, remote, domestic, and international use, including laptops, smartphones, tablets, headsets, and desk phones.
• Assist with device deployment and lifecycle activities such as imaging, setup, software installation, testing, secure wiping, loaner equipment, and restoration to standard configuration.
• Create and improve knowledge articles, troubleshooting documentation, standard operating procedures, and user guidance, sharing knowledge with teammates and contributing to continuous improvement.
• Identify recurring incidents, service gaps, and automation or process improvement opportunities, and communicate recommendations to Service Desk management.
• Participate in shift handoffs, major incident support, planned technology rollouts, onboarding/offboarding activities, training, and coverage outside standard hours when assigned.
• Protect confidential, privileged, personal, and Firm information and comply with Firm policies and departmental procedures.
• Perform other duties as assigned.

Required qualifications

• High School diploma or GED equivalent required.
• 2 to 4 years of relevant experience required.
• Ability to present information effectively verbally and in writing.
• Ability to communicate step-by-step procedures clearly and concisely.
• Basic math skills (addition, subtraction, multiplication, division).
• Working knowledge of Windows 11, iManage, MS Office, document comparison software (e.g., ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets, and laptops.
• Ability to prioritize and plan work to meet deadlines in a high pressure environment.
• Strong attention to detail, analytical and problem solving skills.
• Strong customer service skills.
• Ability to master functionality of new Firm applications quickly and effectively.

Technologies you’ll work with

• Microsoft Teams, ServiceNow
• Microsoft Windows 11, Microsoft 365, Outlook, Teams Phone
• Web browsers, Adobe Acrobat, PowerPDF
• iManage, Citrix, VPN services
• IT Service Desk Teams Call Queue
• Laptops, smartphones, tablets, headsets, desk phones, MS Office
• ChangePro, Diaries System, SharePoint
• Telephony, remote support tools, secure wiping, multifactor authentication

Location, schedule, and salary

This position is based in New York, NY (hybrid). The estimated base salary range for NY Only is $80,000 to $95,000 per year at the time of posting. The actual salary offered will depend on factors including qualifications, years of relevant experience, education, certifications or licenses, and (if applicable) location. The role is non-exempt, meaning it is overtime pay eligible.

Simpson Thacher will not sponsor applicants for work visas for this position.

Work environment and physical demands

The worker is not substantially exposed to adverse environmental conditions as in typical office or administrative work. Essential job functions involve sedentary work, with activities such as sitting for sustained periods, occasional walking, lifting and carrying objects as needed, and frequent reaching. Bending, stooping, kneeling, and crouching may also be required.

Privacy and equal opportunity

For information about how Simpson Thacher & Bartlett LLP collects and processes your personal information, refer to the Privacy Notice available at https://www.stblaw.com/other/privacy-notice. Simpson Thacher is committed to a collegial work environment that prohibits discrimination or harassment based on legally protected characteristics.