Sr Desktop Support Analyst

Information TechnologyAll Practice AreasCharleston, SC

Job Description

At K&L Gates, we are looking for smart, imaginative and hard-working people with diverse backgrounds, experiences and ideas to join us.  Perhaps our search for talented visionaries and your search for important and impactful work lead to the same place.

We are seeking a Senior Desktop Support Analyst to join the Charleston office. As a member of the K&L Gates Information Technology Department, the Senior Desktop Support Analyst provides support for a group of offices per the assigned region.  Ownership of problems from beginning to end by using elevated accounts and advanced analysis to troubleshoot problems through interaction with the end users, to restore service and/or identify and correct issues. Daily operational requirements include excellent communications and customer service skills. Position requires individuals be able to effectively communicate to end users and fellow Desktop Support staff. Candidates must be self-starters who possess the ability to work independently and as part of a team. Excellent communication skills and a commitment to providing the highest quality client service are strongly preferred.

Daily interaction with timekeepers and staff.  Responsible for developing working relationships with fellow IT staff

• Assume ownership of escalated tickets involving more complex issues from other IT groups; manage vendor relationships on cloud-based applications
• Responsible for requests assigned to regional office queue in ITSM software for tickets; engages customers locally and remotely to resolve issues in a timely manner
• Own issues through resolution; including research, install, and troubleshoot software as necessary to meet needs of firm practice groups or individuals
• Actively listening to, and understanding customer requests and inquiries; and building rapport with each customer in order to provide exceptional service
• Effectively communicate with end users and interact with all IT personnel to resolve problems in a quick, timely manner
• Manage and utilize time effectively to meet required service levels for improved customer satisfaction and prompt incident resolution
• Report daily reoccurring issues and status project tasks to the Team Lead and Desktop Support Manager
• Develop and deliver new hire orientation both locally and remote
• Provide support to all offices which includes travel to as required

• Assist Engineering groups on a case by case basis with computer closets, server rooms and data centers
• Local and remote office inventory tracking

• Bachelor’s degree or equivalent experience with 3+ years of related Information Technology work experience
• Good verbal and written communication skills with the ability to work with operation and business areas of the firm
• Familiarity with software applications used in the legal industry (i.e. document management, docketing, legal records, library management, or electronic discovery)
• Previous experience in a technical support role, preferably supporting a national or international client base
• Solid analytical and problem solving skills to understand and address customer issues promptly
• Ability to exercise judgment in prioritizing work, responding to customer needs, and in determining when an inquiry requires higher-level involvement
• Ability to communicate effectively and interact with diverse personalities while maintaining a professional attitude
• Ability to multi-task, work under pressure, handle interruptions while maintaining flexibility in work assignments
• Ability to maintain professional communication skills by phone, email, and in person with timekeepers and staff
• Maintains awareness of new and emerging technologies and products provided by IT
• Possesses an understanding of IT Services - service offerings, technical standards and policies, technical and business strategies as well as organizational structure

• Possesses an understanding of IT Services - service offerings, technical standards and policies, technical and business strategies as well as organizational structure
• Occasional remote access work after hours to provide business continuity
• This job operates in an office setting and is largely sedentary, requiring the routine use of a computer and other standard office equipment.  The ability to open file cabinets, lift files, bend, and stand on a stool may also be required.



K&L Gates is a fully integrated global law firm with approximately 2,000 lawyers across five continents. We have experienced dramatic growth in the past decade and now rank among the largest U.S. based law firms in the world.  We take pride in constantly striving for innovation, imagination and an entrepreneurial spirit. We come up with big ideas and then roll up our sleeves to get the job done, guiding our clients through their most complex issues in a variety of industry sectors and across multiple regions of the world.

The industry recognition the firm has garnered in the past five years emanates from the foundation of a global community aligned on behalf of our clients. The people at K&L Gates are committed to working together to create a legacy for each other, the firm, our clients, and the communities in which we serve. We thrive in an inclusive and socially conscious environment that embraces diversity and takes a holistic approach to the career evolution of all our professionals.

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We offer a dynamic work environment and excellent benefits.


The Firm is an equal opportunity employer. It is the policy of the Firm that employment decisions shall be based on merit, qualifications and competence. Employment practices shall not be influenced or affected by virtue of a person’s race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital status, disability, military status or any other characteristic protected by applicable law. This policy governs all aspects of employment including, without limitation, recruiting, hiring, compensation, benefits, promotion, assignment and dismissal. In addition, it is the Firm’s policy to provide an environment that is free of unlawful harassment of any kind including, without limitation, that which is sexual, racial, age-related, disability-related or ethnic background-related.