What are the responsibilities and job description for the IT Support Analyst position at Learning Consultant?
IT Support Analyst — Onsite | Boston, MA
Salary: $70,000–$88,000 (USD) full benefits & bonus
Visa sponsorship is not available for this role.
The firm is seeking an IT Support Analyst to join its Boston office and provide dependable, hands-on technical support to attorneys, legal staff, and administrative teams. This position reports to the Senior Manager of IT Support Operations and plays a key role in keeping daily technology running smoothly in a fast-moving legal environment.
What You’ll Be Doing
Salary: $70,000–$88,000 (USD) full benefits & bonus
Visa sponsorship is not available for this role.
The firm is seeking an IT Support Analyst to join its Boston office and provide dependable, hands-on technical support to attorneys, legal staff, and administrative teams. This position reports to the Senior Manager of IT Support Operations and plays a key role in keeping daily technology running smoothly in a fast-moving legal environment.
What You’ll Be Doing
- Serve as the first point of contact for help requests received by phone, email, or the ticketing system.
- Troubleshoot desktop, laptop, mobile device, printer, AV, and connectivity issues as they come up throughout the day.
- Support the firm’s essential applications—Microsoft 365, Teams, Zoom, Citrix, VPN tools, and legal systems such as iManage and Intapp.
- Provide attentive, high-touch support for attorneys, partners, and senior staff to minimize any interruption to client work.
- Set up and configure equipment for new hires, visiting attorneys, and internal moves; assist with conference room technology and meeting setups.
- Record all support work in the IT ticketing system and help keep documentation and knowledge articles accurate and updated.
- Maintain IT equipment inventory, including loaner devices and peripherals.
- Partner with other IT groups to resolve complex issues, following each ticket through to completion.
- Be available for occasional after-hours or weekend support when business needs require it.
- Strong troubleshooting and analytical thinking, especially under time pressure.
- Clear, professional communication and a genuine customer-service mindset.
- Ability to work independently while remaining collaborative and approachable.
- Comfortable explaining technical issues to non-technical users.
- Ability to maintain confidentiality due to the nature of legal work.
- 3–5 years of IT support or service desk experience; experience in a law firm or professional services setting is especially helpful.
- Solid knowledge of Windows 10/11, Microsoft 365, Teams, Citrix, and VPN technologies.
- Experience with legal software like iManage or Intapp is a plus.
- Flexibility to work extended hours or weekends when the workload requires it.
- Ability to work onsite in Boston; visa sponsorship is not offered.
Salary : $70,000 - $88,000