Tier 2 Service Desk Analyst

Welcome to Frontline Managed Services where innovation technology and efficiency converge to redefine the landscape of IT Financial and Administrative Managed Services for legal and professional service firms. As pioneers in the industry we are driven by a relentless commitment to excellence.

Join Our Team and Be a Catalyst for Change!

We dont just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future.

How Youll Make an Impact

As a Tier 2 Service Desk Analyst you will provide Tier 1 and Tier 2 technical support for a diverse portfolio of law firm clients delivering high-quality customer service with a strong emphasis on first-call resolution and ownership. This is a mid-level client-facing role that plays a critical part in supporting high-urgency legal environments where responsiveness discretion and attention to details matter.

You will manage escalated issues while resolving frontline requests working closely with teammates and partners to deliver reliable professional support. This role is ideal for someone who enjoys solving problems communicating clearly with non-technical users and contributing to a collaborative service desk team.

What Youll Do

Serve as a Tier 1 and Tier 2 support resource in a multi-client environment owning the full lifecycle of technical issues from initial intake through troubleshooting resolution and closure.

Prioritize first-call resolution and take full ownership of incidents to ensure timely and accurate outcomes

Act as an escalation point for Tier 1 analysts providing guidance and support as needed

Support multiple law firm clients understanding their applications workflows confidentiality requirements and time-sensitive needs

Create update and maintain detailed service tickets with clear documentation of troubleshooting steps and resolutions in ServiceNow.

Provide technical support for:

o Windows and macOS workstations

o Microsoft 365 (Outlook Teams OneDrive SharePoint)

o Mobile devices (iOS and Android)

o Common legal applications (document management timekeeping case management systems)

o VPN connectivity networking fundamentals (DNS DHCP Wi-Fi)

o End-user hardware including laptops printers scanners and peripherals

Support virtual desktop and remote access environments (e.g. VPN VDI/VMware Horizon) as applicable

Perform user account setup and maintenance including permissions MFA support and access changes

Collaborate with internal teams and third-party vendors to resolve complex issues

Know when to resolve issues independently and when to escalate or collaborate to ensure the best outcome for clients

Escalate infrastructure-level or Tier 3 issues with complete documentation and context

Assist with workstation deployments updates and routine maintenance

Contribute to internal documentation knowledge base articles and process improvements

Participate in ongoing training certifications and skills development

Deliver consistent high-quality customer service with clear communication empathy accuracy and accountability

Youll Be Successful in This Role If You

• Solve problems thoroughly during the first interaction
• Communicate clearly and professionally with nontechnical users
• Understand the confidentiality and urgency of legal environments
• Manage multiple clients and priorities effectively
• Work independently and collaboratively
• Are detail-oriented organized and proactive
• Adapt quickly to new technologies and evolving client needs

What You Bring

CompTIA A Certification required or in lieu of certification an associates degree in information technology or related field

3 years of experience in a help desk or service desk environment

Hands-on experience supporting both Tier 1 and Tier 2 responsibilities

Experience supporting users via phone ticketing systems and remote support tools

Experience supporting professional services clients is preferred (legal industry experience is a strong plus)

Preferred Qualifications

Hands-on experience using ServiceNow for ticketing triage routing documentation and resolution tracking.

CompTIA Network

Microsoft MS900 or higher

Not Sure You Meet Every Requirement

We know that great candidates may not match every qualification listed. If youre excited about the role and believe you could be a strong fit we encourage you to apply. We value potential and a growth mindset as much as experience.

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.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.