Analysis Skills, Audiovisual, Communication Skills, Customer Support/Service, Documentation, ITIL (IT Infrastructure Library), Identify Issues, Legal, Litigation, Microsoft Office, Microsoft Windows Operating System, On Call, Presentation/Verbal Skills, Printers, Service Delivery, Team Player, Technical Operations, Technical Support, User Interface/Experience (UI/UX), Videoconferencing, Willing to Travel, Writing Skills
Winston-Salem, North Carolina
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.