Information Technology Support Analyst

The Helpdesk Analyst (also known as Help Desk Technician, Service Desk Analyst, or IT Support Analyst) serves as the first point of contact for end users requiring technical assistance. This role focuses on troubleshooting and resolving hardware, software, and network issues to minimize downtime and ensure high user satisfaction. Helpdesk Analysts combine technical expertise with strong customer service skills to support business operations in a fast-paced environment.

Key Responsibilities

·  Provide Tier 1 (and potentially Tier 2) technical support via phone, email, chat, ticketing systems, or in person for hardware, software, networking, and application issues

· Log, track, prioritize, and document support tickets, ensuring timely resolution within SLAs

· Troubleshoot and resolve common problems, including password resets, software installation and configuration, printer and peripheral issues, email and Office 365 problems, and basic network connectivity (WiFi, VPN, etc.)

· Diagnose and repair desktop and laptop hardware, and perform system imaging, updates, and maintenance

· Assist with user onboarding and offboarding, including account provisioning, device setup, and access management in Active Directory/Azure AD

· Escalate complex issues to senior team members or third-party vendors while keeping users informed of progress

· Train computer users as part of routine end-user issue resolution

· Maintain knowledge base articles and contribute to process improvements

· Monitor system performance, perform routine maintenance, and support IT projects as needed

· Assist the Firm in complying with security policies, including MFA, antivirus, and data protection best practices

Required Qualifications and Skills

·        Education: High school diploma or equivalent required; Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred

·        Experience: 3 5 years in IT support, helpdesk, or technical customer service in the legal industry

·        Entry-level roles may accept certifications in lieu of extensive experience

Technical Skills

·        Proficiency with Windows 10/11, Microsoft 365 (Outlook, Word, Excel, etc.), Active Directory, and basic networking (TCP/IP, DNS, DHCP)

·        Experience with ticketing systems, remote support tools (e.g., Configuration Manager (SCCM), and hardware troubleshooting

·        Knowledge of mobile device management and basic scripting (PowerShell) is a plus

·        Certifications (preferred): CompTIA A , Network , ITIL Foundation, Microsoft certifications (e.g., MD102)

·        Soft Skills: Excellent communication and interpersonal skills; ability to explain technical concepts to nontechnical users; strong problem-solving, multitasking, and customer service orientation

Software and Tools

Successful applicants will be able to support and administer (installation, troubleshooting, support, etc.) the following specialized software products:

Payne Metadata Assistant

Payne Numbering

Best Authority

DocsCorp PDFDocs

DocsCorp CompareDocs

DocsCorp Form Filler

Litera Compare

Citrix Workspace

Litera Check

iManage Work 10

Metadata

Metadact

Adobe Pro

Deal Proof

Contract Tools

Table of Authorities and Table of Contents

Microsoft Office Products

Zoom

Databases

Responsible for upkeep, consistency, and maintenance of various Access and SQL databases. Responsible for input into those databases. Run queries and generate ad-hoc reports.

Contacts Database:

Update and maintain individuals, companies, clients, addresses, etc., detail information.

All reports, queries, input, mail-outs, etc., related to the annual holiday gift/card project.

All reports, queries, input, mail-outs, etc., related to the other specialty events or mail-outs.

Convert and import incoming attorney contacts/client information.

Periodically review the Address Table for uniformity and compliance with USPS specifications.

Preferred Qualifications

·        Experience in enterprise environments in law firms

·        Familiarity with macOS, cloud services (Azure/AWS), or AV/conference room systems

·        Ability to work independently or in a team, with flexibility for on-call or after-hours support

Working Conditions

·        Typically, office-based

·        May involve lifting equipment (up to 50 lbs.) and occasional travel to other offices