{"id":3053234,"url":"https://alion.io/job/frontline-managed-services-sr-service-desk-analyst-1102","title":"Sr. Service Desk Analyst 11/02","company":{"id":2629843,"name":"Frontline Managed Services","domain":"frontlinems.com","url":"https://alion.io/company/frontlinems","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Trakstar","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"VMWare","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-22T02:42:53Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-25T11:33:35Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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.\nJoin Our Team and Be a Catalyst for Change!\nWe don't 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.\nHow You’ll Make an Impact\nAs a Sr. Analyst, you will provide 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.\nYou 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.\nWhat You’ll Do\nServe as technical support resource in a multi-client environment, owning the full lifecycle of technical issues from initial intake through troubleshooting, resolution, and closure.\nPrioritize first-call resolution and take full ownership of incidents to ensure timely and accurate outcomes\nAct as an escalation point, providing guidance and support as needed\nSupport multiple law firm clients, understanding their applications, workflows, confidentiality requirements, and time-sensitive needs\nCreate, update, and maintain detailed service tickets with clear documentation of troubleshooting steps and resolutions in ServiceNow.\nProvide technical support for:Windows and macOS workstations\nMicrosoft 365 (Outlook, Teams, OneDrive, SharePoint)\nMobile devices (iOS and Android)\nCommon legal applications (document management, timekeeping, case management systems)\nVPN connectivity, networking fundamentals (DNS, DHCP, Wi-Fi)\nEnd-user hardware including laptops, printers, scanners, and peripherals\n\nSupport virtual desktop and remote access environments (e.g., VPN, VDI/VMware Horizon), as applicable\nPerform user account setup and maintenance, including permissions, MFA support, and access changes\nCollaborate with internal teams and third-party vendors to resolve complex issues\nKnow when to resolve issues independently and when to escalate or collaborate to ensure the best outcome for clients\nEscalate infrastructure-level or Tier 3 issues with complete documentation and context\nAssist with workstation deployments, updates, and routine maintenance\nContribute to internal documentation, knowledge base articles, and process improvements\nParticipate in ongoing training, certifications, and skills development\nDeliver consistent, high-quality customer service with clear communication, empathy, accuracy, and accountability\nYou’ll Be Successful in This Role If You\nSolve problems thoroughly during the first interaction\nCommunicate clearly and professionally with non-technical users\nUnderstand the confidentiality and urgency of legal environments\nManage multiple clients and priorities effectively\nWork independently and collaboratively\nAre detail-oriented, organized, and proactive\nAdapt quickly to new technologies and evolving client needs\nWhat You Bring\nCompTIA A+ Certification required or, in lieu of certification, an associate’s degree in information technology or related field\n3+ years of experience in a help desk or service desk environment\nExperience supporting users via phone, ticketing systems, and remote support tools\nExperience supporting professional services clients is preferred (legal industry experience is a strong plus)\nPreferred Qualifications\nHands-on experience using ServiceNow for ticketing, triage, routing, documentation, and resolution tracking.\nCompTIA Network+\nMicrosoft MS-900 or higher\nCompensation & Schedule\nThis position is compensated at $25.00 per hour and follows a fixed wage scale.\nThe role may require working at least one weekend day as part of a regularly scheduled shift, based on client coverage needs.\nNot Sure You Meet Every Requirement?\nWe know that great candidates may not match every qualification listed. If you’re 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.\nJoin Us\nAt 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.\n“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.”\n\nclass=\"btn btn-primary btn-lg btn-apply hidden-print rb-tail-2rbpx rb-space-on-bottom-2rbpx\"\nstyle=\"\">\nApply\n\nApply for this opening at ?apply=true\nBack to all openings\nSee all the jobs at Frontline Managed Services here: class=\"hide-href\" href=\"http://frontlinems.recruiterbox.com/jobs\" title=\"Jobs at Frontline Managed Services\"> http://frontlinems.recruiterbox.com/jobs","description_format":"text","description_chars":5446,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Managed IT Services (MSP)","Legal Services"],"lifecycle":[{"event":"open","at":"2026-10-22T02:42:53Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":27,"reasons":["conf:2","win:early"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/frontline-managed-services-sr-service-desk-analyst-1102","json_url":"https://alion.io/job/frontline-managed-services-sr-service-desk-analyst-1102.json","meta":{"generated_at":"2026-10-25T14:39:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21155,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2629843},"rest":"https://alion.io/mcp/rest/get_company?id=2629843"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffrontline-managed-services-sr-service-desk-analyst-1102"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffrontline-managed-services-sr-service-desk-analyst-1102"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffrontline-managed-services-sr-service-desk-analyst-1102"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/frontline-managed-services-sr-service-desk-analyst-1102\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffrontline-managed-services-sr-service-desk-analyst-1102"}]}