Randstad Digital Americas ยท 17 hours ago
Helpdesk Analyst
St Louis, MO
Full-time
Onsite
Entry, Mid Level
$40K/yr - $60K/yr
1+ years expRandstad Digital Americas is seeking a Helpdesk Analyst to provide first-contact technical support services for attorneys and staff. This role involves managing support requests, resolving technical issues, and ensuring high-quality customer service in a fast-paced legal environment.
Information Technology & Services
Responsibilities
Provides first-line technical support via phone, email, chat, and ticketing system for Firm attorneys and staff
Performs initial triage, diagnosis, and resolution of issues related to: Windows 10/11, Office 365, password resets, MFA, account lockouts, printing, networking, VPN, basic connectivity issues, Citrix virtual desktop sessions, and mobile device support (Intune, iOS, Android)
Resolves issues within scope and escalates complex or hardware-related issues to Tier 2 Deskside Support
Documents detailed troubleshooting steps and user interactions in the ITSM platform (Freshservice/HaloITSM/etc.)
Provides support for legal applications including iManage, BigHand, Intapp Time, Workshare/CompareDocs, and PDF editors (Kofax, Adobe)
Understands workflows unique to legal professionals, including document management practices and remote access needs
Communicates clearly with users to gather essential information and explain resolutions or next steps
Prioritizes issues impacting attorneys, court deadlines, filings, and client deliverables
Ensures timely follow-up and ticket closure in alignment with established SLAs
Identifies recurring issues and escalates patterns to Tier 2 or engineering teams
Follows established incident, request, and escalation procedures
Assists with onboarding tasks such as account setup, permissions, and basic workstation configuration
Works closely with the Tier 2 Deskside Technicians for handoff and escalation of in-office support needs
Partners with End-User Computing engineering, Infrastructure, Applications, and Security teams to resolve cross-platform issues
Qualification
Required
Must have working knowledge of Windows 10/11, Office 365, Teams, OneDrive, and basic networking concepts
Must have familiarity with troubleshooting mobile devices and MFA (Intune, Authenticator, Duo)
Ability to process routine daily functions while being able to resolve sensitive issues and complex assignments utilizing above-average critical thinking skills
Must possess a high level of professionalism and interpersonal skills so as to be able to work well with employees at all levels within the organization and maintain all information in the strictest confidence
Required to use tact and diplomacy when dealing with others
Must have the ability to read, write and communicate in fluent English; ability to compose documents in the appropriate business style using correct grammar and spelling; ability to communicate clearly using proper grammar and diction including online video meetings and audio communications including telephone calls, in person discussions, and online audio calls
Minimum 1-3 Years Of Information Technology Support Experience Required
Preferred
Associate's degree in Information Technology or related field preferred
Law firm or a professional services environment experience preferred
Experience with legal applications such as iManage, BigHand, Intapp preferred
Industry certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or HDI Support Center Analyst preferred
Benefits
Medical
Prescription
Dental
Vision
AD&D
Life insurance offerings
Short-term disability
401K plan
Company
Randstad Digital Americas
Randstad Digital is a trusted digital enablement partner that facilitates accelerated transformation for businesses by providing global talent, capacity, and solutions across specialized domains.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Graig Paglieri
CEO, Randstad Digital Americas
Pascal de Hesselle
SVP, Executive Client Partner - Technology, Media & Telecom
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