IT Service Desk Analyst

Gould & Ratner LLP is seeking a customer service-oriented IT Service Desk Specialist to join our Technology team in Chicago. A midsize law firm with offices in Chicago and Denver, Gould & Ratner combines sophisticated legal and business counsel with personal attention, practical solutions, and lasting relationships. We bring that same commitment to service to the technology support we provide our attorneys and professional staff.

In this role, you will be a welcoming, dependable first point of contact for technology questions and issues. You will help people work effectively by delivering timely support, explaining solutions clearly, and following through until their needs are addressed. The ideal candidate enjoys helping others, approaches challenges with patience and curiosity, and understands that excellent IT support requires both technical ability and strong interpersonal skills.

This position is primarily onsite in our Chicago office, five days per week. A hybrid arrangement may be considered in the future based on demonstrated performance, onsite coverage requirements, and the firm’s operational needs.

Key Responsibilities

• Deliver exceptional customer service. Provide friendly, professional, and responsive assistance in person, by phone, and through remote support. Listen carefully, communicate without unnecessary technical jargon, and help users feel comfortable asking for assistance.
• Own requests through resolution. Record, prioritize, troubleshoot, and resolve service desk tickets. Keep users informed of progress, set clear expectations, and confirm that issues have been resolved.
• Support everyday technology. Troubleshoot Windows laptops, Microsoft 365 applications, Outlook, Teams, printers, docking stations, monitors, mobile devices, and other hardware and software.
• Support firm applications. Help users navigate and troubleshoot document management, PDF, time entry, and other business applications, learning the firm’s systems and workflows as needed.
• Keep meetings running smoothly. Set up, test, and troubleshoot conference room technology, audio-visual equipment, video conferencing, and presentation tools.
• Assist with employee onboarding and departures. Prepare and deploy equipment, coordinate access according to approved procedures, introduce new employees to firm technology, and support equipment recovery and access changes.
• Coordinate escalations. Work with internal team members, the firm’s managed service provider, and application vendors when additional expertise is needed, maintaining communication with users throughout the process.