Senior Service Desk Analyst

Senior Service Desk Analyst - Toledo, OH

At Frontline Managed Services, we partner with leading law firms and professional services organizations to deliver world-class IT, financial, and administrative support. Our success is built on exceptional people, innovative technology, and an unwavering commitment to client service.

If you're passionate about solving technical challenges, delivering outstanding customer experiences, and supporting professionals in fast-paced environments, we'd love to hear from you.

How You'll Make an Impact

As a Senior Service Desk Analyst, you will provide IT support and technical support for a diverse portfolio of law firm clients. This client-facing role is responsible for resolving technical issues, supporting end users, managing escalations, and delivering exceptional service in high-urgency legal environments where responsiveness, discretion, and attention to detail matter.

You will serve as a trusted technical resource for attorneys, legal professionals, and business staff while working closely with teammates and partners to drive issue resolution and ensure a consistently positive client experience.

This role is ideal for someone with experience in service desk, help desk, desktop support, or technical support environments who enjoys troubleshooting, problem-solving, and helping users succeed.

What You'll Do

• Serve as a technical support resource in a multi-client service desk environment, owning incidents from intake through resolution and closure
• Prioritize first-contact resolution while delivering timely, accurate, and professional support
• Create, update, and maintain detailed ServiceNow tickets with clear documentation of troubleshooting steps and resolutions
• Support attorneys, legal professionals, and business staff across multiple law firm clients
• Troubleshoot and support:
• Windows 10/11 and macOS workstations
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Mobile devices (iOS and Android)
• Legal applications including document management, timekeeping, and case management systems
• VPN connectivity and remote access solutions
• Networking fundamentals including DNS, DHCP, and Wi-Fi
• Virtual desktop environments (VDI and VMware Horizon)
• End-user hardware including laptops, printers, scanners, and peripherals
• Perform user account administration, access management, permissions updates, and MFA support
• Collaborate with internal teams and third-party vendors to resolve advanced technical issues
• Escalate infrastructure-level and Tier 3 issues with complete documentation and context
• Assist with workstation deployments, software installations, upgrades, and routine maintenance
• Contribute to knowledge base articles, process documentation, and continuous improvement initiatives
• Participate in ongoing technical training, certifications, and professional development
• Deliver exceptional customer service through empathy, accountability, communication, and technical expertise

Technical Environment

• Windows 10/11
• macOS
• Microsoft 365
• Outlook
• Teams
• OneDrive
• SharePoint
• ServiceNow
• VMware Horizon
• VPN
• DNS
• DHCP
• MFA
• iOS
• Android

You'll Be Successful in This Role If You

• Resolve issues thoroughly and efficiently during the first interaction whenever possible
• Communicate clearly and professionally with both technical and non-technical users
• Understand the urgency, confidentiality, and service expectations of legal environments
• Manage multiple clients, priorities, and deadlines effectively
• Demonstrate strong troubleshooting, critical thinking, and problem-solving skills
• Take ownership of issues and follow through to resolution
• Adapt quickly to changing technologies and client needs
• Balance independent decision-making with effective collaboration

What You Bring

• CompTIA A Certification OR an Associate's Degree in Information Technology or a related field
• 3 years of experience in a Service Desk, Help Desk, Desktop Support, Technical Support, or IT Support role
• Experience supporting users through phone, ticketing, and remote support channels
• Experience troubleshooting Microsoft 365 environments
• Strong customer service and communication skills
• Experience supporting professional services organizations preferred; law firm experience strongly preferred

Preferred Qualifications

• Hands-on experience using ServiceNow for ticketing, triage, routing, documentation, and resolution tracking
• CompTIA Network
• Microsoft MS-900 or higher certification
• Experience supporting legal technology platforms and document management systems

Compensation & Schedule

• $25.00 per hour
• May require working at least one weekend day as part of a regularly scheduled shift based on client coverage requirements

Not Sure You Meet Every Requirement?

We know great candidates don't always meet every qualification listed. If you're excited about this opportunity and believe you'd be successful in the role, we encourage you to apply.

Join Us

At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve.

Frontline Managed Services is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.