Moore & Van Allen PLLC, a dynamic and fast-growing full-service law firm of more than 400 attorneys and professionals, is seeking an experienced IT Service Desk Analyst to join its Charlotte, NC team. This full-time position, with our Information Technology team will be responsible providing first-level support for all MVA users and offices. This includes responding to user requests via telephone, voicemail, and email, documenting inquiries in the IT Service Desk database, and serving as the primary contact for the IT department.

The role involves maintaining accurate information in the IT Service Desk database, coordinating coverage of the IT Service Desk, and collaborating with other IT team members to ensure the timely resolution of issues. Additionally, the IT Service Desk Analyst will assist with the tracking of all check-out equipment, and handle software license and hardware requests.

Essential Duties & Responsibilities:

• Respond to user requests via telephone, voicemail, and email, and document inquiries in the IT Service Desk database.
• Maintain accurate information in all related tables of the IT Service Desk database.
• Produce daily, weekly, monthly, and custom reports as requested by the applications manager from information in the IT Service Desk database.
• Work with users to reduce data storage.
• Coordinate hardware requests.
• Provide functional telephone system support for employees in the Charlotte office.
• Handle tracking for all check-out equipment, including laptops, desktops, projectors, and printers.
• Regular and in-person attendance is required to perform essential functions of this interactive position.

Qualifications:

• High School Diploma or the equivalent required; Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 3-5 years of experience in a technical support position with a client-facing role in a professional environment; Previous experience in a service desk or technical support role preferred.
• Knowledge of Windows 10/11 environments and proficiency in some or most of the following applications: Windows, Office 365, Outlook, Internet Browsers, iManage, Mobile Devices, and basic database maintenance and reporting.
• Must possess the ability to work independently with minimal supervision.
• Knowledge of ITIL (Information Technology Infrastructure Library) principles is a plus.
• Position may require travel to the other offices, as well as travel for educational/business purposes.
• Flexibility to work after-hours and weekends as needed.

Work Hours: Monday – Friday, 9:00am – 6:00pm. The incumbent may need to work more than the standard 40 hours per week to accomplish essential duties of the position. Interested and qualified applicants should apply via our website at https://www.mvalaw.com/careers-working-at-mva. Equal Employment Opportunity Employer.

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