IT Analyst

Tully Rinckey, a rapidly growing, full-service law firm with offices across New York, Washington, D.C., Texas, and California, is seeking an experienced IT Analyst with a solid foundation in IT support to join our Latham, NY support staff team. This role is crucial for ensuring the smooth operation of technology for our over 180 users across 11 locations, maintaining high service standards, and maximizing attorney productivity.

This is a fully on-site position, providing IT support not only to the Latham office but also to all Tully Rinckey office locations across the country. The core focus of this role will be direct user support, incident triage, initial troubleshooting, and resolution of common desktop and application issues, while escalating complex problems to our Senior IT Manager and managed services provider (MSP). The position requires a high level of responsiveness, with frequent movement between offices and workstations to ensure timely support and resolution.

Duties and Responsibilities include the following. Other duties may be assigned.

• First-Line Incident Resolution: Act as the initial contact for escalated technical support requests (phone, email, ticketing system). Quickly and efficiently resolve Tier 1 incidents related to desktop, laptop, software, printing, and user access issues.
• Customer Service Excellence: Provide exceptional technical support to firm attorneys and staff, ensuring a professional, positive, and timely resolution to all support requests.
• Ticket Triage and Management: Oversee and manage the IT ticketing queue, ensuring accurate categorization, prioritization, and detailed documentation of all reported issues, troubleshooting steps, and final resolutions to meet defined service level agreements (SLAs).
• Remote & Basic Troubleshooting: Interface directly with remote and local users via phone, email, and remote tools to diagnose and resolve common hardware, software, and connectivity problems (e.g., password resets, remote access issues, Microsoft 365 functionality).
• System Configuration & Deployment: Procure, configure, and deploy new end-user technology (laptops, desktops, monitors, mobile devices, etc.) and perform user account administration (adds, moves, changes, resets) in Active Directory and Microsoft 365/Azure.
• Application Support: Provide support and basic troubleshooting for key firm applications, including legal-specific software, Microsoft Office suite, and collaboration tools.
• Escalation Coordination: Effectively triage and escalate complex Tier 2/3 incidents to the Senior IT Manager or the outside Managed Services Provider (MSP), ensuring clear communication and smooth handover.
• Knowledge Base Contribution: Create and maintain clear, user-friendly documentation, FAQ guides, and knowledge base articles for common support issues to promote self-service and team efficiency.

• Provide basic troubleshooting for key firm applications, including Microsoft Office and legal-specific software. Collaborate with the Senior IT Manager and Managed Services Provider (MSP) to address complex issues, assist with system monitoring, and ensure end-user devices are properly patched, updated, and secure.

Qualifications and Experience

• 3-5 years of experience in information technology.
• Bachelors degree in a relevant field
• 2-3 years of experience in training and professional development.
• Professional services industry experience is preferred.

Proficient in VmWare Horizon / Omnissa, VmWare VCenter and Cisco technologies preferred.

• Demonstrated expertise in providing excellent customer service and troubleshooting in a fast-paced environment.
• In-depth knowledge of Windows operating systems, common desktop applications, and basic network support.
• Hands-on experience with Microsoft 365 administration and Active Directory/Azure for password and account management.
• Experience in performing equipment setup, problem resolution, and basic network support related to computer hardware, software, and VOIP phone systems.
• Strong verbal and written communication skills
• Leadership skills
• Strategic thinking and analytical skills
• Deadline driven in a fast-paced environment
• Adaptable and creative
• Must be able to commute to Latham, NY office (in-office position)
• This position Requires access to software programs and other data that cannot be accessed outside of the firm’s secure informational network that is exclusively housed in the workplace.

Salary: The compensation offered for this position is $85,000.00 per year, based on experience.

Tully Rinckey America Service Corporation is recognized for its support provided to Tully Rinckey PLLC, a national law firm which has seen rapid growth, consistently earning a spot on the INC5000 list of America’s fastest-growing companies. Recently, Tully Rinckey made significant changes to employee compensation and benefits packages. In addition, effective January 1, 2025, Tully Rinckey offers no-cost health insurance for basic plans, free dental and vision coverage, and a 6% matching contribution for 401(k) plans at 100% for full-time employees. These enhancements, combined with Tully Rinckey’s strategic growth, reflect Tully Rinckey’s commitment to creating a diverse, supportive and rewarding work environment. For more information about all our firm has to offer, please visit: https://www.tullylegal.com/our-firm/careers/Tully Rinckey, a rapidly growing, full-service law firm with offices across New York, Washington, D.C., Texas, and California, is seeking an experienced IT Analyst with a solid foundation in IT support to join our Latham, NY support staff team. This role is crucial for ensuring the smooth operation of technology for our over 180 users across 11 locations, maintaining high service standards, and maximizing attorney productivity.

This is a fully on-site position, providing IT support not only to the Latham office but also to all Tully Rinckey office locations across the country. The core focus of this role will be direct user support, incident triage, initial troubleshooting, and resolution of common desktop and application issues, while escalating complex problems to our Senior IT Manager and managed services provider (MSP). The position requires a high level of responsiveness, with frequent movement between offices and workstations to ensure timely support and resolution.

Duties and Responsibilities include the following. Other duties may be assigned.

• First-Line Incident Resolution: Act as the initial contact for escalated technical support requests (phone, email, ticketing system). Quickly and efficiently resolve Tier 1 incidents related to desktop, laptop, software, printing, and user access issues.
• Customer Service Excellence: Provide exceptional technical support to firm attorneys and staff, ensuring a professional, positive, and timely resolution to all support requests.
• Ticket Triage and Management: Oversee and manage the IT ticketing queue, ensuring accurate categorization, prioritization, and detailed documentation of all reported issues, troubleshooting steps, and final resolutions to meet defined service level agreements (SLAs).
• Remote & Basic Troubleshooting: Interface directly with remote and local users via phone, email, and remote tools to diagnose and resolve common hardware, software, and connectivity problems (e.g., password resets, remote access issues, Microsoft 365 functionality).
• System Configuration & Deployment: Procure, configure, and deploy new end-user technology (laptops, desktops, monitors, mobile devices, etc.) and perform user account administration (adds, moves, changes, resets) in Active Directory and Microsoft 365/Azure.
• Application Support: Provide support and basic troubleshooting for key firm applications, including legal-specific software, Microsoft Office suite, and collaboration tools.
• Escalation Coordination: Effectively triage and escalate complex Tier 2/3 incidents to the Senior IT Manager or the outside Managed Services Provider (MSP), ensuring clear communication and smooth handover.
• Knowledge Base Contribution: Create and maintain clear, user-friendly documentation, FAQ guides, and knowledge base articles for common support issues to promote self-service and team efficiency.

• Provide basic troubleshooting for key firm applications, including Microsoft Office and legal-specific software. Collaborate with the Senior IT Manager and Managed Services Provider (MSP) to address complex issues, assist with system monitoring, and ensure end-user devices are properly patched, updated, and secure.

Qualifications and Experience

• 3-5 years of experience in information technology.
• Bachelors degree in a relevant field
• 2-3 years of experience in training and professional development.
• Professional services industry experience is preferred.

Proficient in VmWare Horizon / Omnissa, VmWare VCenter and Cisco technologies preferred.

• Demonstrated expertise in providing excellent customer service and troubleshooting in a fast-paced environment.
• In-depth knowledge of Windows operating systems, common desktop applications, and basic network support.
• Hands-on experience with Microsoft 365 administration and Active Directory/Azure for password and account management.
• Experience in performing equipment setup, problem resolution, and basic network support related to computer hardware, software, and VOIP phone systems.
• Strong verbal and written communication skills
• Leadership skills
• Strategic thinking and analytical skills
• Deadline driven in a fast-paced environment
• Adaptable and creative
• Must be able to commute to Latham, NY office (in-office position)
• This position Requires access to software programs and other data that cannot be accessed outside of the firm’s secure informational network that is exclusively housed in the workplace.

Salary: The compensation offered for this position is $85,000.00 per year, based on experience.

Tully Rinckey America Service Corporation is recognized for its support provided to Tully Rinckey PLLC, a national law firm which has seen rapid growth, consistently earning a spot on the INC5000 list of America’s fastest-growing companies. Recently, Tully Rinckey made significant changes to employee compensation and benefits packages. In addition, effective January 1, 2025, Tully Rinckey offers no-cost health insurance for basic plans, free dental and vision coverage, and a 6% matching contribution for 401(k) plans at 100% for full-time employees. These enhancements, combined with Tully Rinckey’s strategic growth, reflect Tully Rinckey’s commitment to creating a diverse, supportive and rewarding work environment. For more information about all our firm has to offer, please visit: https://www.tullylegal.com/our-firm/careers/