Help Desk Analyst

Job Summary

Provides comprehensive technology support to attorneys and staff, troubleshooting hardware, software, and connectivity issues from intake through resolution. Ensures a high level of client service while supporting office and firmwide IT operations, including onsite and offsite environments.

Key Responsibilities

• Deliver advanced troubleshooting and resolution for desktop applications, hardware (PC/Mac), mobile devices, printers, and peripherals.
• Configure, maintain, and support operating systems, user accounts, and firm-standard applications while adhering to IT policies and procedures.
• Manage and track support requests via ticketing systems; communicate proactively with users and ensure timely resolution.
• Collaborate with IT teams, application owners, and vendors to resolve issues and implement solutions.
• Provide desk-side and virtual training on firm technologies and collaboration tools (e.g., MS Teams, Zoom, WebEx).
• Support conference room technology, including setup and coordination of video/audio conferencing.
• Perform hardware setups for new hires, office moves, and upgrades; maintain asset inventory and coordinate repairs.
• Assist with infrastructure support, including server maintenance and troubleshooting.
• Provide onsite and offsite technical support for meetings, trials, and special events, including setup of networks and equipment.
• Participate in IT projects, change management processes, and on-call support rotation as needed.

Education and Experience

1. College level course work in Information Systems Technology preferred.
2. Five years PC experience with hardware and software knowledge. Understanding of LAN/WAN and server concepts.
3. Strong knowledge of Windows OS required. In depth knowledge of Microsoft Office programs, including Word, Outlook, Excel and PowerPoint.
4. Recent and relevant certification strongly desired.
5. Law firm or professional services experience preferable.