Service Desk Analyst

About Blitt and Gaines, P.C.

Blitt and Gaines, P.C. is a leading debt collection law firm with over 30 years of experience representing most of the nation’s largest financial institutions. With nine offices across Arizona, Arkansas, Illinois, Indiana, Iowa, Kansas, Missouri, Tennessee, and Wisconsin, our attorneys and support teams deliver high-quality, compliant, and ethical legal services.

At the heart of our firm are people—our clients, our employees, and the partnerships we build. Guided by our philosophy—Collect Compliantly. Litigate Ethically. Lead Effectively. Exceed Expectations. Expect Excellence—we uphold integrity, respect, and fairness in every interaction.

Job Summary:

As a Service Desk Analyst, you will be responsible for supporting Blitt & Gaines employees and their IT needs. The Service Desk Analyst provides responsive, customer-focused technical support to ensure employees can effectively use the organization’s technology systems and services. This role serves as a primary point of contact for IT support, requiring strong communication skills, sound technical acumen, and a proactive approach to problem solving. You will diagnose and resolve hardware, software, identity and access, and application issues; accurately document troubleshooting steps and resolutions; and manage service requests and incidents through to completion. The ideal candidate builds positive customer relationships, communicates technical information clearly to both technical and non-technical customers, prioritizes requests effectively based on severity and business impact, and maintains thorough, accurate support documentation to promote consistent and efficient service delivery.

Job Responsibilities:

• Serve as the primary point of contact for end users seeking technical assistance via phone and email, providing responsive and professional support
• Own service desk tickets end-to-end, from intake and prioritization through resolution and closure, coordinating with IT staff and customers to ensure timely follow-up and resolution
• Perform effective troubleshooting on issues presented by the customer providing detailed and concise problem solving steps directed at a variety of technical levels and when necessary through remote desktop control
• Triage complex technical issues being cognizant of the appropriate point of escalation to Tier 2 or Tier 3 support
• Provide accurate information on IT products or services
• Thoroughly document troubleshooting steps and resolutions for the benefit of fellow Service Desk Analysts in future problem resolution
• Identify service desk trends and frequent repeat issues looking for opportunities to streamline and improve processes
• Maintain and update the Asset Inventory database to ensure accurate accountability for Britt & Gaines property
• Assist in the development and maintenance of the standard Windows workstation configuration to ensure continued smooth and reliable operation for the customer
• Configure devices (workstation, dock, mobile phone etc.) for new hires and EOL replacement when necessary