Thompson Coburn LLP · 2 days ago
Deskside Support Analyst
St. Louis, MO
Full-time
Onsite
Senior Level
5+ years expThompson Coburn LLP is a large full-service law firm seeking a full-time Deskside Support Analyst. This role involves providing advanced onsite technical support for attorneys and staff, handling escalations from the Service Desk, and ensuring reliable operation of end-user systems and peripherals.
Law Practice
Responsibilities
Provides Tier 2 deskside support for escalations from the Service Desk, including hardware, software, account, printing, networking, and mobile device issues
Troubleshoots complex workstation problems related to Windows 10/11, Office 365, Teams, OneDrive, printers, security tools, and Firm-approved legal applications (iManage, BigHand, Intapp, Citrix, etc.)
Supports new-hire onboarding, workstation setups, hardware replacement, and relocation/office moves
Performs hands-on support for workstation imaging, configuration, patching issues, driver problems, and peripheral troubleshooting
Provides support for AV-equipped conference rooms, Teams Rooms, webcams, microphones, monitors, and collaboration equipment
Understands workflows unique to legal professionals, including trial preparation, document workflows, remote access, and mobile productivity
Conducts onsite troubleshooting, walking users through resolutions or performing hands-on repairs as needed
Coordinates with the Service Desk, End-User Computing Engineers, Infrastructure, and Applications teams to escalate issues appropriately
Follows through on all escalated tickets to ensure resolution and user satisfaction
Assists with workstation lifecycle management including deployments, retirements, asset tagging, and documentation
Provides after-hours support on rotation when necessary for urgent issues or maintenance windows
Maintains accurate records in the ITSM platform (Freshservice/Halo/etc.), documenting troubleshooting steps and resolutions
Works closely with the Service Desk to identify training needs, recurring issue patterns, and opportunities for process or knowledge base improvements
Qualification
Required
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
Must possess attention to detail, the ability to balance multiple projects, and strong time management skills
Must have understanding of network basics (VPN, Wi-Fi, DNS, IP addressing)
Must have strong knowledge of Windows 10/11, Microsoft Office 365, Teams, OneDrive, and common productivity tools
Must have familiarity with ITIL concepts such as incident, problem, and change management
Ability to process routine daily functions while being able to resolve sensitive issues and complex assignments utilizing above-average critical thinking skills
Ability to travel as necessary
Minimum of 5 years of hands-on deskside or field support experience required
Preferred
Associate's degree in Information Technology or another IT‑related field preferred
Law firm or professional services environment experience preferred
Experience with legal applications such as iManage, BigHand, Intapp, Aderant, Workshare/CompareDocs, Citrix, and PDF tools preferred
Industry certifications such as CompTIA A+, Network+, Microsoft 365, or Modern Desktop Windows are preferred
Benefits
Medical Insurance
Vision Insurance
Dental Insurance
Life Insurance & ADD policies
Short & Long Term Disability Insurance
Paid Parental Leave
401(k) Profit Sharing plans
Parking/Transportation Stipend
Section 125 Plan (Pre-tax premiums, dependent care and medical reimbursement)
Paid Holidays
Paid Vacation Time
Employee Assistance Program (EAP)
Employee Wellness Program
Tuition Reimbursement
College Savings Plan Deductions (529 Plans)
Long Term Care
Company
Thompson Coburn LLP
Thompson Coburn is a full-service, values-driven law firm with offices strategically located in Birmingham, Chicago, Dallas, Los Angeles, New York, Southern Illinois, St.
501-1000 employees
H1B Sponsorship
Thompson Coburn LLP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
Funding
Current Stage
Late StageLeadership Team
Matt Finke
Chief Financial Officer
Allen Capdeboscq
Chief Operating Officer
Recent News
2023-05-19
2023-03-04
Company data provided by crunchbase