Analyst I Service Desk

Womble Bond Dickinson (US) LLP seeks an on-site Service Desk Analyst for its Winston-Salem, North Carolina office. The Service Desk Analyst is a key member of a collaborative team that provides high-quality technical support to attorneys and staff firmwide. This role focuses on resolving hardware, software, and system-related issues—often in time-sensitive situations. Success in this position requires strong troubleshooting skills, clear communication, and a team-oriented mindset to ensure reliable service delivery and a positive user experience. 

RESPONSIBILITIES:

• Work as part of a distributed Service Desk team to provide technical support across a broad range of user devices, applications, and office environments.
• Participate in a rotating after-hours and weekend on-call schedule shared across the team.
• Provide in-person support and maintain technology operations at their designated home office, while also assisting remote users across the firm’s 29 locations.
• Monitor local and firmwide Service Desk queues, collaborating with teammates to resolve escalated or complex technical issues.
• Contribute to knowledge sharing by documenting procedures and proposing service delivery improvements.
• Collaborate with other functional IT departments on projects and operational needs.
• Coordinate setup of telephone, printers, and firm-approved software in collaboration with other team members.
• Assist in regular conference room checks and support audio/video conferencing technologies.
• Occasional travel required to assist with firm-related needs, including litigation and trial site support. 

REQUIREMENTS:

• Associate's degree or equivalent from a two-year college required; a four-year degree and relevant industry certifications preferred.
• ITIL certification or demonstrated understanding preferred.
• Strong knowledge of Microsoft Windows and Office; experience with legal-specific applications is highly valued.
• Excellent written and verbal communication skills
• Strong sense of teamwork, collaboration, and accountability in a distributed support model.
• Demonstrated ability to provide responsive, professional, and user-friendly support in a high-demand environment.

This position is subject to export control laws.