Cleary Gottlieb is a trailblazer in the globalization of the legal profession. We are a single, integrated global partnership that operates as a single entity, despite the fact that we have 16 offices in significant financial centers worldwide. We are not a U.S. firm with a network of overseas locations.
Approximately 1,100 lawyers from over 50 countries are employed by the firm.
Our lawyers and staff have collaborated across practices, industries, jurisdictions, and continents since 1946 to offer clients straightforward, actionable solutions to their most intricate legal and business challenges, regardless of whether they are domestic or international. We provide intellectual agility, commercial acumen, and a human touch to every client relationship.
We are currently in search of a full-time Service Desk Analyst to provide onsite technical support to all internal personnel in the San Francisco and Palo Alto offices. The position entails the resolution of network-related and audio-visual issues, as well as desktop support. The candidate must possess a propensity for analyzing, diagnosing, and resolving technical issues, which may encompass hardware, software, and network components, ranging from simple to complex. This will be achieved through the use of applications and systems.
- Position: Nonexempt
- Regular Hours: The shift for this position is 9:30 AM – 5:30 PM and additional paid overtime hours/coverage will be required.
- Reports to: Service Desk Supervisor and Service Desk Manager.
Responsibilities:
- Serve as the primary point of contact for remotely collaborating with the service desk team to resolve IT-related inquiries and issues that may involve hardware and software.
- Manage, register, and receive calls from the Service Desk, local staff, and the Global Network team.
- Assume responsibility for user-reported issues, monitor their progression, and provide timely updates to guarantee user satisfaction and resolution.
- Provide exceptional customer service for all support inquiries while adhering to the established processes and procedures of the Help Desk.
- For unresolved inquiries, escalate them to the NY Service Desk or the Service Desk team leaders.
- Engage in weekly and bi-weekly meetings with the Service Desk and team leadership to ensure that support strategies and updates are in alignment.
- Provide support and participate in firm-related events, both on-site and off-site, to guarantee the smooth operation of IT.
- Perform weekly functionality assessments of all audiovisual equipment in conference rooms to guarantee optimal performance.
- Ensure that the LAN and WAN infrastructure at both office locations is monitored and supported.
- Guarantee the proper configuration and functionality of end-user equipment by configuring and deploying it.
- Travel between the Palo Alto and San Francisco offices as required to address on-site IT issues.
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Qualifications:
- A minimum of four years of prior experience in the IT Service Desk and/or Call Center
- Proficient in both written and spoken communication
- Competence in a fast-paced environment that requires the ability to multitask
- Experience collaborating with employees at all levels, including senior management
- Strong attention to detail and exceptional organizational abilities
- Experience and a strong commitment to customer service
- Strong analytical and problem-solving abilities
- Excellent telephone manner and strong interpersonal and communication abilities
- Capacity to meticulously record occurrences that pertain to unresolved matters
- Proficient in the operation of Lenovo hardware and mobile devices, including iPads, iPhones, and Androids
- ability to identify network and system issues, knowledge of network systems (routers, switches, LAN, WAN, TCP/IP stack)
- Practical experience with commonly used hardware and applications Microsoft Office 365, Windows 10, Zoom Room, Poly conference units, and HP printers.
- It is necessary to possess an understanding of the concepts of IT Service Management
- Certification in ITIL 4 is preferred.
- Capacity to commute between offices as required
At the time of publication, the base salary for this position is estimated to be between $55 and $66 per hour. The actual salary that is offered will be contingent upon a variety of job-related factors, such as the scope and complexity of the role responsibilities, educational background, training, credentials, experience, geographic location, and performance. This position is eligible for overtime pay, as it is non-exempt.
Cleary offers a comprehensive benefits program that encompasses health care benefits. Additional details are available at the following link: Advantages
At Cleary Gottlieb, we believe that all members of our community are deserving of respect as individuals and recognition for the contributions they make to our community. We advocate for the creation of equal opportunities for development and success, as well as diversity, equity, and inclusion.
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Benefits:
- Competitive Salary and Career Growth
The average annual salary for a Service Desk Analyst in the U.S. is around $56,665, with entry-level roles starting near $32,000 and experienced professionals earning up to $81,000. This role offers good opportunities for career advancement into higher IT positions such as System Administrator or IT Manager. - Diverse Employment Opportunities
Service Desk Analysts are in demand across various industries including healthcare, finance, technology, and government. Many positions offer remote or hybrid work options, providing flexibility for work-life balance. - Skill Development and Certification Opportunities
You gain hands-on experience with troubleshooting, network management, and IT service management tools. Earning certifications like CompTIA A+, ITIL, and HDI can improve job prospects and open doors for advancement. - Job Stability and Demand
Due to the increasing reliance on technology, there is a steady demand for skilled Service Desk Analysts. The role is essential for maintaining IT operations, ensuring long-term job security. - Comprehensive Benefits Packages
Many employers offer health insurance (including dental and vision), wellness programs, retirement plans such as 401(k) with employer matching, and paid time off including vacation and sick leave.
Remote Service Desk Analyst Jobs USA:
Remote Service Desk Analyst jobs in the USA are increasingly popular as companies embrace flexible work environments. These roles involve providing IT support, troubleshooting technical issues, and assisting users virtually. Candidates with strong communication skills and proficiency in remote support tools are in high demand. Job seekers can find remote positions across various industries, including finance, healthcare, and technology.
Service Desk Analyst Certification USA:
Obtaining a Service Desk Analyst certification in the USA enhances your credentials and increases job prospects. Popular certifications include ITIL Foundation, CompTIA A+, and HDI Customer Service Representative. These certifications validate your skills in IT service management, customer support, and problem-solving, making you a competitive candidate for Service Desk roles nationwide.
Career Progression for Service Desk Analysts in USA:
Career progression for Service Desk Analysts in the USA typically begins with entry-level support roles and advances to senior analyst, IT specialist, or systems administrator positions. Many professionals transition into IT management or cybersecurity roles with additional training and experience. Continuous learning and certifications play a vital role in advancing within the US IT support sector.
Service Desk Analyst Job Market Trends USA:
Service Desk Analyst job market trends in the USA show growth driven by digital transformation and increased IT reliance. Remote work opportunities will expand, and automation tools will streamline routine tasks, shifting analysts’ focus toward complex problem resolution. Employers will seek candidates with hybrid technical and customer service skills to meet evolving business needs.
Differences Between Service Desk and Help Desk Analyst Roles USA:
The differences between Service Desk and Help Desk Analyst roles in the USA center on scope and responsibility. Help Desk Analysts typically handle immediate technical issues and user requests, while Service Desk Analysts provide broader IT service management, including incident escalation and coordinating with other IT teams. Both roles require strong communication skills but differ in complexity and strategic involvement.
Work Environment for Service Desk Analysts in USA:
The work environment for Service Desk Analysts in the USA varies from traditional office settings to fully remote setups. Analysts often work in shifts to provide 24/7 support, especially in larger organizations. The role demands multitasking, patience, and teamwork. Companies increasingly emphasize ergonomic workspaces and mental wellness programs to support their IT support staff.
Frequently Asked Questions:
What does a Service Desk Analyst do?
A Service Desk Analyst provides technical support to end-users by troubleshooting hardware and software issues, managing IT service requests, and escalating problems when necessary.
Is prior IT experience necessary?
Entry-level positions may require minimal experience, but internships or prior help desk support experience can be advantageous.
What qualifications are required?
Typically, a high school diploma or associate degree is required. Certifications like CompTIA A+, ITIL, or HDI are highly valued. Strong communication and problem-solving skills are essential.
