Job Description

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 varied 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 Desktop Support Analyst is responsible for providing high quality desktop, mobile device, application, and audio/visual support for attorneys and professional staff in the 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, restore desktop and related technology services to a satisfactory operational state, and help maintain a high level of customer service and user support.

What You Will Do:

• Provide direct hands-on support to users who are experiencing desktop operating system, connectivity, mobile device, and application 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 1st and 2nd level support for software issues, including remote access support (VDI, Citrix, VPN, Microsoft Teams, and Zoom).
• Assist with hardware procurement and inventory management under the guidance of senior team members.
• Support installation and maintenance of practice-specific applications and assess software compatibility with current operating systems.
• Participate in computer equipment installations, imaging, upgrades, refresh initiatives, and replacement projects.
• Assist in maintaining appropriate levels of hardware inventory to meet business needs.
• Conduct basic research on technology products to support procurement efforts.
• Participate in user support initiatives including onboarding activities, Tech Bars, and floor walks.
• Collaborate with other IT support groups to ensure proper communication about user services and issues.
• Assist the IT Infrastructure team with occasional hands-on hardware installation and maintenance.
• Maintain vendor contact information and assist with troubleshooting in coordination with third-party support.
• Engage with end users in a customer service-oriented manner to provide solutions and desired outcomes.
• Document incidents and requests in the ServiceNow tracking system to ensure proper tracking and resolution.
• Document user requests and technical steps in clear, user-friendly language.
• Assist with AV operations, including scheduling and coordinating video conferences, meeting room support, and monitoring live AV meetings.
• Support hybrid working technologies including docking stations, meeting room systems, wireless presentation technologies, and remote collaboration tools.
• Stay informed about emerging technologies and workplace tools to support team initiatives.

Who You Are:

• Bachelor’s degree in Computer Science or a related field, or equivalent work experience.
• Two or more years of experience providing desktop support in a Microsoft Windows environment, including Microsoft Office/Microsoft 365, legal applications, document management systems, and handheld/mobile technologies.
• Strong troubleshooting skills across Microsoft Windows, Microsoft 365, legal applications, collaboration platforms, mobile devices, and endpoint technologies.
• Experience supporting desktop operating systems and their integration with Microsoft Office, Microsoft 365, document management systems, and other business or legal applications.
• Experience supporting hybrid workplace and remote access technologies, including VDI, VMware View, Citrix, VPN, Microsoft Teams, Zoom, and related collaboration tools.
• Familiarity with Microsoft Active Directory, Entra ID, Intune, SCCM, FIM, and other endpoint management technologies; basic network administration experience preferred.
• Experience supporting Apple and Android mobile devices, meeting room technologies, audio/visual systems, and collaboration platforms. Familiarity with Teams Phone, Zoom Rooms, and Cisco IP Telephony (CUCM and Unity Voicemail) is a plus.
• Experience working within IT service management frameworks and ticketing systems such as ServiceNow.
• Excellent customer service, communication, interpersonal, and teamwork skills, with the ability to effectively communicate technical concepts to users at all levels of the organization.
• Strong organizational, time management, and problem-solving skills, with the ability to manage changing priorities, recognize recurring issues, and escalate concerns appropriately.
• Ability to contribute to desktop-related projects and collaborate effectively with cross-functional teams.
• Exposure to AI-enabled workplace technologies and productivity tools is a plus.

Working Conditions/Physical Requirements:

• Physical Requirements: Ability to lift and transport computer equipment and peripherals; frequent movement between office floors and work areas; dexterity to operate computer hardware, peripherals, and basic hand tools.
• Travel: Occasional travel to other offices as needed.
• Work Environment: Standard office environment.