Desktop Support Analyst

Join Goodwin's Global Operations Team, and make a real impact on a global scale. At Goodwin, we work with some of the world's most successful and innovative investors, entrepreneurs and disruptors in the life sciences, private equity, real estate, technology and financial industries, and where they converge. As part of the Global Operations Team – all business professionals at the firm – you'll collaborate with colleagues from varied backgrounds and experiences, fostering an environment where cross-functional learning, networking, and collaboration are at the core of what we do.

Here, we're not just supporting a law firm; we're partnering with attorneys and clients to deliver cutting-edge solutions in high-stakes litigation and dispute resolution, world-class regulatory compliance and advisory services, and complex transactions. Our commitment to integrity, ingenuity, agility, and ambition drives us, and we're proud to have been recognised as the "Best Business Team" by The American Lawyer.

This is your opportunity to grow professionally in a dynamic, global environment, surrounded by forward-thinking peers.

The Desktop Support Analyst is responsible for providing high quality desktop, mobile device and applications support and audio/visual support for attorneys and professional staff in our London and Cambridge offices. As a member of the Desktop Operations team, this individual will facilitate desktop service fulfillment requests, provide guidance and 'how to' information, ensure desktop and related technology services are working effectively, and help improve the user experience.

What You Will Do:

• Provide direct hands-on support to users who are experiencing desktop operating system, connectivity and applications issues and provide complete follow-through to successful resolution.
• Perform hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure customer satisfaction.
• Provide 1st and 2nd level support for software issues, including remote access support (VmWare View, Citrix, and VPN).
• Assist with hardware procurement and inventory management under the guidance of senior team members.
• Support installation and maintenance of practice-specific applications and assess software compatibility with current operating systems.
• Participate in computer equipment installations, imaging, upgrades and replacement projects.
• Assist in maintaining appropriate levels of hardware inventory to meet business needs.
• Conduct basic research on computer products to support procurement efforts.
• Utilize mechanisms to obtain feedback from end users and suggest improvements to support processes.
• Collaborate with other IT support groups to ensure proper communication about user services and issues.
• Assist IT Infrastructure team with occasional hands-on hardware installation and maintenance.
• Maintain vendor contact information and assist with troubleshooting in coordination with third-party support.
• Engage with end users in a customer service-oriented manner to provide solutions and desired outcomes.
• Document incidents and requests in Service Now tracking system to ensure proper tracking and resolution.
• Document user requests and technical steps in clear, user-friendly language.
• Assist with AV operations, including scheduling and coordinating video conferences and monitoring live AV meetings.
• Stay informed about emerging technologies to support team initiatives.
• Additional tasks as requested.

Who You Are:

• Bachelor's Degree in Computer Science or related field or equivalent work experience.
• Two to four years relevant work experience, preferably in a legal or professional services environment
• Knowledge of troubleshooting Microsoft Windows and Office Suite, document management systems, and handheld technologies.
• Ability to work independently on day-to-day tasks with guidance from senior team members.
• Strong teamwork and collaboration skills. Excellent communication and interpersonal skills.
• Ability to effectively and professionally communicate and collaborate with all levels of the organization.
• Ability to adjust to changing priorities and manage tasks effectively.
• Exposure to desktop-related projects and ability to contribute as part of a team
• Familiarity with Microsoft Active Directory; SCCM and FIM knowledge is a plus.
• Experience with connectivity and application troubleshooting in VMware View, Citrix and VPN environments.
• Understanding of desktop operating systems and integration with Microsoft Office and other legal applications.
• Experience with Cisco IP Telephony is a plus.

Goodwin Procter LLP is an equal opportunity employer. This means that Goodwin Procter LLP considers applicants for employment, and makes employment decisions without unlawful discrimination on the basis of race, color, gender, gender identity or expression, age, religion, national origin, citizenship status, disability, medical condition, genetic information, marital status, sexual orientation, military or veteran status, or other legally protected status.

Goodwin is a disability-inclusive employer. Please contact us if you require any disability-related adjustments during the interview process, or would like to have a confidential conversation with a member of the recruitment team. If there are any disability-related reasons which have impacted your profile, we may also be able to make adjustments for these. Please see our Disability-Related Screening Adjustments page if this applies to you. (Disability refers to sensory and physical conditions, long-term health conditions, neurodivergence and mental health conditions).