Senior Desktop Support Analyst

Join Goodwin’s Global Operations Team, and make a real impact on a global scale. At Goodwin, we work with some of the world’s most successful and innovative investors, entrepreneurs and disruptors in the life sciences, private equity, real estate, technology and financial industries, and where they converge. As part of the Global Operations Team – all business professionals at the firm – you’ll collaborate with colleagues from diverse backgrounds and experiences, fostering an environment where cross-functional learning, networking, and collaboration are at the core of what we do.
Here, we’re not just supporting a law firm; we’re partnering with attorneys and clients to deliver cutting-edge solutions in high-stakes litigation and dispute resolution, world-class regulatory compliance and advisory services, and complex transactions. Our commitment to integrity, ingenuity, agility, and ambition drives us, and we’re proud to have been recognised as the “Best Business Team” by The American Lawyer.
This is your opportunity to grow professionally in a dynamic, global environment, surrounded by forward-thinking peers.

The Senior Desktop Support Analyst is responsible for providing high quality desktop, mobile device and applications support and audio/visual support for attorneys and professional staff in our London and Cambridge offices. As a member of the Desktop Operations team, this individual will facilitate desktop service fulfillment requests, provide guidance and ”how to” information, assess requests for new services and features for potential fulfillment by existing services, restore PC Desktop and related technology services or service features to a satisfactory operational state, assess requests for new services and features for potential fulfillment by existing services and help improve the user experience.

What You Will Do:

• Provide direct hands-on support to users who are experiencing desktop operating system, connectivity and applications issues and provide complete follow-through to successful resolution.
• Perform hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure customer satisfaction.
• Provide 2nd level support for all software escalations from the helpdesk, including all remote access calls escalated from the help desk (VmWare View, Citrix, and VPN).
• Responsible for hardware procurement: including placing orders through online purchasing tools for specified vendors for PCs and hardware peripherals and management inventory of those items.
• Assess software compatibility with current operating system and execute on the installation and maintenance of practice specific applications.
• Assist and mentor the other team members on various technologies.
• Plan, schedule, and execute on computer equipment installations, imaging, upgrades, and replacement projects.
• Pro-actively assesses employee capacity working with business administrators to ensure appropriate level of hardware inventory to meet business needs.
• Conduct research on computer products (trends in technology) in support of PC procurement and development efforts. Evaluate cost benefit analysis of products and recommend hardware and installation products for purchase.
• Utilise and leverage current mechanisms to obtain feedback from end users. Analyse results of feedback from end users, make recommendations for support process improvement to senior management, and implement approved changes.
• Act as a liaison between the other support groups within IT to ensure proper communication about new user services and/or problems with existing user services is taking place.
• Collaborate with IT Infrastructure team perform occasional hands-on IT infrastructure hardware installation and maintenance.
• Maintain vendor relationship for contact/troubleshooting purposes serving as a liaison with third-party support and PC equipment vendors.
• Engage with end users and colleagues in a consultative capacity, taking a thoughtful and customer service-oriented approach, focusing on the root cause of the issue, to provide solutions and desired outcomes.
• Complete thorough documentation of incidents and requests in Service Now tracking system, to ensure proper tracking of status, root cause resolution, and/or correct application of workarounds, etc.
• Effectively translate user requests, business needs and technical specifications into formal written documentation.
• Help to coordinate AV operations, including scheduling, connecting, and coordinating external video conferences with outside parties and conference room coordinators. Monitor live AV meetings for connection quality and performance, and act within protocols to remediate any issues. Schedule AV vendor preventative maintenance and break/fix repair work for associated equipment, such as microphones, video codecs, video recorders, projectors, lighting, and sound equipment.
• Keep up to date with the latest technologies, including Generative AI, to ensure the team is leveraging the most current tools and methodologies.

Who You Are:

• Bachelor’s degree in computer science or related field or equivalent work experience. ITIL Foundation Certificate.
• Six or more years relevant work experience in legal or professional services environment. 
• Knowledge of troubleshooting and working with Microsoft Windows and Office Suite, including application add-ons, document management experience, and handheld technologies.
• Legal specific experience is a plus.
• Self-sufficient and capable of handling day to day tasks with minimal supervision.
• Excellent teamwork and collaboration. Excellent communications and interpersonal skills, and ability to interact effectively with a broad range of people in a professional manner.
• Ability to effectively and professionally communicate and collaborate with all levels of the organisation and peers to reach common goal. Ability to adjust to constantly changing priorities and employ time and task management methodologies towards successful accomplishment of workload.
• Experience leading various desktop related projects.
• Basic network administrative experience with Microsoft Active Directory. SCCM and FIM knowledge is a plus.
• Experience working with connectivity and application troubleshooting with VMware View, Citrix, and VPN environment.
• Experience includes thorough understanding of a desktop operating system managed environment and integration points with Microsoft Office and other legal applications.
• Experience with Cisco IP Telephony is a plus.  This includes adds and changes in Cisco Unified Call Manager and Cisco Unity Voicemail.

Goodwin Procter LLP is an equal opportunity employer. This means that Goodwin Procter LLP considers applicants for employment, and makes employment decisions without unlawful discrimination on the basis of race, color, gender, gender identity or expression, age, religion, national origin, citizenship status, disability, medical condition, genetic information, marital status, sexual orientation, military or veteran status, or other legally protected status.

Goodwin is a disability-inclusive employer. Please contact us if you require any disability-related adjustments during the interview process, or would like to have a confidential conversation with a member of the recruitment team. If there are any disability-related reasons which have impacted your profile, we may also be able to make adjustments for these. Please see our Disability-Related Screening Adjustments page if this applies to you. (Disability refers to sensory and physical conditions, long-term health conditions, neurodivergence and mental health conditions).