Information Technology Help Desk Analyst

Summary

We are seeking an experienced IT Help Desk Analyst who is responsible for providing reliable, front-line technical support to attorneys, paralegals, and administrative staff in a law firm. This role serves as the primary point of contact for day-to-day IT issues and plays a critical part in ensuring that technology systems remain available, secure, and efficient in support of legal operations.

The position requires strong customer service skills, hands-on troubleshooting ability, and comfort working directly with end users in an in-office legal environment. The IT Help Desk Analyst will resolve common hardware, software, and connectivity issues, assist with user account and device setup, and ensure support requests are properly documented and escalated when necessary.

Key Responsibilities:

Help Desk & End-User Support (Primary Focus)

• Serve as the first point of contact for IT support requests via phone, email, and ticketing system
• Troubleshoot and resolve common desktop, laptop, printer, and peripheral issues
• Assist users with password resets, account lockouts, and basic access requests
• Provide hands-on, desk-side support to attorneys and staff as needed
• Accurately log, track, and document issues and resolutions in the help desk system
• Escalate more complex or recurring issues to senior IT staff or external vendors

Legal Software & Office Application Support

• Provide basic support for legal applications and systems, including:
• Document management systems (e.g., iManage, NetDocuments)
• Timekeeping and billing applications
• Support Microsoft 365 applications, including Outlook, Word, Excel, and Teams
• Assist attorneys with document formatting, printing, scanning, and PDF-related issues
• Support courtroom, deposition, and conference room technology when required

Hardware, Systems & Connectivity

• Set up and configure desktops, laptops, monitors, printers, and mobile devices
• Assist with new hire onboarding and employee offboarding tasks
• Perform basic troubleshooting of network connectivity, Wi-Fi, VPN, and VoIP phones
• Coordinate with vendors or ISPs for hardware repairs or service issues

Security & Confidentiality

• Follow firm IT policies and security procedures at all times
• Maintain strict confidentiality of client and firm data
• Assist with basic security tasks such as endpoint protection checks and MFA support
• Identify and report suspicious activity, phishing emails, or potential security incidents

Documentation & Process Support

• Maintain accurate documentation of issues, fixes, and standard procedures
• Contribute to knowledge base articles and user guides
• Identify common issues and suggest improvements to help desk processes

Required Qualifications:

• 1–3 years of experience in an IT help desk or technical support role
• Strong customer service and communication skills
• Intermediate knowledge of Windows and/or macOS operating systems
• Experience with Active Directory, Microsoft Entra, and remote support tools
• Experience supporting Microsoft 365 and common office applications
• Ability to prioritize tasks and work independently in a small team environment
• Professional demeanor and comfortable supporting executives and professional staff

Preferred Qualifications:

• Prior experience supporting attorneys or legal staff
• Experience with iManage, NetDocuments, Intapp, or similar legal software
• IT certifications (CompTIA A , Network , Microsoft, ITIL)
• Degree in Computer information systems/technology

Schedule and Work Environment:

• Full-time, in-office position (Midtown, New York City) – Monday to Friday
• Occasional after-hours support may be required for critical issues
• Rotating after hours and weekend on-call support (roughly one week every 3 to 4 months)

The target base pay range for this role in New York is $70,000-$95,000 and is dependent on experience and other relevant factors, including geography.