Information Technology Support Specialist

Seeking a dedicated End User Support Analyst to provide comprehensive desktop and device support within a dynamic legal and professional services environment. This role ensures high-quality technical assistance for attorneys and staff, supporting firm-wide IT operations across onsite and remote settings, and contributes to maintaining seamless office technology services.

Role Overview

The End User Support Analyst is responsible for troubleshooting and resolving hardware, software, and connectivity issues for a professional services organization focused on legal and consulting services. The position involves managing support requests, configuring enterprise systems, and supporting user productivity through both proactive and reactive technical support.

Key Responsibilities

• Deliver advanced troubleshooting and resolution for desktops, laptops (PC/Mac), mobile devices, printers, and peripherals.
• Configure, maintain, and support operating systems, user accounts, and standard applications in compliance with IT policies.
• Manage and track support tickets using enterprise ticketing systems; communicate proactively to ensure timely issue resolution.
• Collaborate with internal IT teams, third-party vendors, and application owners to diagnose, troubleshoot, and resolve hardware/software issues.
• Provide desk-side and remote support, including training users on collaboration tools such as Microsoft Teams, Zoom, and WebEx.
• Support conference room technology setup, including AV equipment, video conferencing, and network configurations for meetings, events, and court proceedings.
• Perform hardware setups, installations, and upgrades for new hires and office relocations; maintain hardware asset inventory and coordinate repairs.
• Assist with server and network infrastructure support, including basic server troubleshooting and maintenance.
• Support onsite and remote technical requirements for client meetings, trials, and special events, including network setup and equipment configuration.
• Participate in IT projects, change management, and on-call support rotations as necessary.

Core Qualifications & Requirements

• College coursework in Information Systems, Computer Science, or related technical field preferred.
• Minimum of 5 years’ experience supporting PC and Mac hardware and software in a professional environment.
• Strong understanding of LAN/WAN networking, server concepts, and enterprise IT infrastructure.
• Extensive knowledge of Windows OS, including Windows 10/11 and Server editions.
• Proficiency in Microsoft Office 365 suite: Word, Outlook, Excel, PowerPoint.
• Relevant recent certifications (e.g., Microsoft Certified Professional, CompTIA A , Network ) strongly preferred.
• Professional services or law firm experience is a plus.

Nice-to-Have Qualifications

• Experience supporting conference room AV systems, video conferencing hardware, and audio-visual integration.
• Familiarity with cloud-based collaboration platforms and remote access tools.
• Knowledge of asset management systems and hardware lifecycle processes.
• Experience with remote support tools and IT ticketing systems such as ServiceNow or Jira.
• Basic server and infrastructure support knowledge including Active Directory and firewall configurations.

Core Technical Skills

• Windows Desktop & Server Operating Systems (Windows 10, Windows Server)
• MacOS Support and Troubleshooting
• Microsoft Office 365 Suite (Word, Outlook, Excel, PowerPoint)
• Remote Support Tools (TeamViewer, AnyDesk, VPN)
• Conference Room and AV Technology (Zoom Rooms, Cisco WebEx, AV hardware)
• Network Troubleshooting (LAN/WAN, Wi-Fi, Switches, Routers)
• Ticketing Systems (ServiceNow, Jira, Freshservice)
• Asset Management and Inventory Tools

Career Impact

This position offers the opportunity to become a key contributor in maintaining and enhancing the technological efficiency of a high-profile legal and professional services organization, supporting the productivity of top-tier industry professionals.

Six-month leave coverage with potential for extension or permanent placement.

Apply Today!

Take the next step in your IT support career by applying now and joining a dedicated team committed to leveraging technology to enable organizational success.

The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.