IT Support Analyst

Job Title: IT Support Analyst

Primary Location: Boston, MA -on site 5 days a week

Position Type: Full-Time

MUST BE Citizen or Green Card

The IT Support Analyst provides comprehensive technology support to attorneys, legal professionals, and staff across the firm. Acting as the first point of contact for all IT-related issues, this role delivers both remote and in-person assistance to ensure seamless operations in a fast-paced professional services environment.

What You Bring to the Role (Ideal Experience)

• 3–5 years of IT support experience in a law firm environment (preferred)
• Strong knowledge of Windows 10/11, Microsoft 365, Teams, Citrix, and VPN technologies
• Familiarity with legal applications such as iManage and Intapp
• Excellent problem-solving skills with the ability to resolve issues under pressure
• Strong customer service orientation with outstanding communication skills
• Ability to work independently and collaboratively while maintaining professionalism and confidentiality
• Flexibility to work extended hours or weekends as business needs require
• Ideal candidates will have held roles long term in law firms or professional service organizations

What You'll Do (Skills Used in this Position)

• Serve as the primary contact for IT support through phone, email, and ticketing systems (approximately 90% remote with occasional in-office coverage)
• Provide timely and professional troubleshooting for desktops, laptops, mobile devices, printers, conferencing technology, and network connectivity
• Support core firm applications including Microsoft 365, Teams, Zoom, Citrix, VPN, and legal-specific tools (iManage, Intapp)
• Deliver high-touch, "white glove” support to attorneys, partners, and executive staff
• Set up, configure, and maintain equipment for new hires, office moves, and visiting attorneys; assist with AV and conference room technology
• Document all work performed in the firm's ticketing system and contribute to the Knowledge Base
• Maintain and track IT assets, peripherals, and loaner equipment
• Collaborate with IT colleagues to escalate complex issues while maintaining ownership until resolution
• Provide after-hours or on-call support as required to meet business and client demands