IT Support Analyst

About This Role

Provide comprehensive IT support to attorneys, legal professionals, and staff in a fast-paced environment. Act as the first point of contact for IT-related issues, delivering remote and in-person assistance, troubleshooting technical issues, and supporting legal applications.

Responsibilities

• Serve as the primary contact for IT support through phone, email, and ticketing systems
• Provide timely and professional troubleshooting for desktops, laptops, mobile devices, printers, conferencing technology, and network connectivity
• Support applications including Microsoft 365, Teams, Zoom, Citrix, VPN, and legal-specific tools (iManage, Intapp)
• Deliver high-touch, "white glove" support to executive staff, ensuring minimal disruption to client work
• Set up, configure, and maintain equipment for new hires, office moves, and guests; assist with AV and conference room technology
• Document all work performed in the ticketing system and contribute to the Knowledge Base with accurate, up-to-date articles
• Maintain and track IT assets, peripherals, and loaner equipment to support ongoing operations
• Collaborate with IT colleagues to escalate complex issues while maintaining ownership until resolution
• Provide after-hours or on-call support as required to meet business and client demands

Requirements

• 3+ years of IT support experience
• Strong knowledge of Windows 10/11, Microsoft 365, Teams, Citrix, and VPN technologies
• Strong communication skills - both written and verbal
• Strong tenure or longevity track record in employment history
• Excellent problem-solving skills with the ability to resolve issues under pressure
• Strong customer service orientation with outstanding communication skills
• Broad and adaptable technical skill set with the ability to learn quickly
• Ability to work independently and collaboratively

Qualifications

• 3+ years of IT support experience in a law firm (preferred) or Financial Services environment

Nice to Have

• IT support experience in a law firm
• Familiarity with legal applications such as iManage and Intapp

Skills

* Required skills