Analyst II Service Desk

Womble Bond Dickinson (US) LLP is seeking an Analyst II Service Desk to join their Washington, D.C. office. The Analyst II Service Desk is an experienced member of a collaborative, distributed team responsible for providing high-quality technical support to lawyers, staff, and business partners firmwide. This role independently resolves a broader range of technical issues, provides guidance to less-experienced analysts, and serves as an escalation resource for incidents and service requests requiring additional troubleshooting or judgment.

Success in this position requires strong technical and analytical skills, independent judgment, disciplined ticket ownership, clear communication, and consistent application of established IT service management practices. The Analyst II is expected to contribute to the overall technical capability and service quality of the Service Desk through mentoring, knowledge sharing, process improvement, and effective collaboration with other technology teams. This position is required to be on-site Monday through Friday from 9:00 AM ET - 6:00 PM ET.

RESPONSIBILITIES:

• Provide professional, responsive, and user-focused technical support across firm-supported technology, independently resolving a broad range of incidents and service requests, including issues requiring advanced troubleshooting or judgment.
• Own assigned and escalated incidents and service requests through resolution or appropriate handoff, maintaining clear user communication, complete documentation, and accountability throughout the support lifecycle.
• Perform advanced troubleshooting using available technical resources, knowledge, historical information, diagnostic tools, and independent analysis; escalate complex issues with clear business impact, troubleshooting history, supporting evidence, and actionable information.
• Monitor assigned and shared Service Desk queues, proactively address aging, unassigned, or complex work, and collaborate with teammates to maintain coverage, prioritize demand, and support consistent service delivery.
• Mentor and provide guidance to Analyst I team members on troubleshooting approach, ticket ownership, documentation, user communication, escalation readiness, and adherence to established Service Desk practices.
• Contribute to knowledge management and continuous improvement by creating and maintaining technical documentation, identifying recurring issues or process gaps, and recommending practical improvements to support procedures, knowledge, training, or service delivery.
• Participate in technology deployments, testing, implementations, office initiatives, and cross-functional projects; collaborate with other technology teams to support successful introduction of new or changed technology.

REQUIREMENTS:

• Minimum of five years of experience as an IT Analyst, Technology Analyst, or similar title preferred.
• Strong customer-service, interpersonal, and professional communication skills, including the ability to manage complex or sensitive support situations with technical and non-technical audiences.
• Demonstrated technical proficiency across desktop operating systems, productivity applications, endpoint hardware, mobile devices, peripherals, collaboration technologies, remote-access technologies, and common enterprise applications.
• Strong analytical and troubleshooting skills with the ability to independently investigate complex issues, evaluate available information, and exercise sound judgment regarding resolution or escalation.
• Strong organizational and time-management skills with the ability to independently prioritize competing demands, manage complex or escalated work, and maintain service quality in a high-demand environment.
• Ability to collaborate effectively across a distributed support organization, mentor less-experienced team members, and work constructively with other technology teams.
• Demonstrated understanding and application of IT service management principles, including incident management, request fulfillment, escalation, knowledge management, documentation quality, and continuous improvement.

COMPENSATION: The estimated salary range in the Washington, D.C. area for 5-15 years is approximately $61,000 - $110,000. This salary may be higher or lower depending upon internal equity, and verifiable years of experience.

This position is subject to export control laws.