Service Desk Technician - Mayer Brown LLP

Key Responsibilities

• Respond to and resolve user support requests via phone, email, and ticketing system.
• Diagnose and troubleshoot Windows desktop, laptop, and peripheral issues.
• Manage Active Directory accounts, group policies, and access permissions.
• Escalate complex problems to senior technical staff and track resolution status.
• Maintain accurate documentation of incidents, solutions, and knowledge base articles.

Requirements

• 1+ year of IT support or service desk experience.
• Strong knowledge of Windows operating systems and Active Directory.
• Experience with ticketing tools (e.g., ServiceNow, JIRA).
• Excellent communication and customer‑service skills.
• Ability to work independently and in a fast‑paced environment.