Technology Support Analyst II
Role details
Job location
Tech stack
Job description
Are you a hands-on problem solver who thrives in fast-paced environments and enjoys delivering seamless technology experiences? As a Technology Support Analyst II, you'll play a critical role within our Technology Support team, part of End User Services, ensuring our attorneys and business professionals stay productive and connected.
In this role, you'll provide day-to-day support for conference rooms, laptop and desktop hardware, software, and related technologies-diagnosing issues, implementing solutions, and maintaining high-performance systems. You'll work both independently and collaboratively to resolve technical challenges, support remote and on-site users, and contribute to key initiatives such as technology rollouts and trial support.
This is a fully in-office position based in Miami, FL, with occasional travel and after-hours support for events, maintenance windows, and special projects. The role requires adaptability, strong
Technical Support Delivery - Provide day-to-day support for desktops, laptops, and mobile devices, including installation, configuration, maintenance, and troubleshooting of hardware and software Conference & AV Support - Set up and troubleshoot audio-visual (AV) equipment, including video conferencing tools such as Zoom, Webex, and Microsoft Teams, for meetings and events Issue Resolution & Escalation - Diagnose technical issues using structured troubleshooting methods, resolve independently when possible, and escalate appropriately to ensure timely outcomes User Experience & Service Excellence - Deliver prompt, professional, and courteous support across all user interactions, ensuring a high standard of client service Systems & Application Support - Support Microsoft 365 (M365), Windows 11, core business applications, and remote computing tools including Citrix and Virtual Private Network (VPN) environments Collaboration & Knowledge Sharing - Partner with firmwide technology teams to resolve complex issues and contribute to shared solutions and documentation Ticket & Process Management - Accurately document and manage all requests through the ticketing system, adhering to established workflows and ownership guidelines Continuous Improvement - Document solutions, follow established procedures, and contribute to process enhancements and successful technology rollouts Event & Remote Support - Assist with off-site meetings, remote trial setups, and after-hours support as needed
Requirements
- Education - Degree or certification in Computer Science or a related technical field (or equivalent experience)
- Experience - 4-6 years of experience in a professional services environment; law firm experience is a plus
- Technical Expertise - Strong knowledge of desktop environments, Microsoft operating systems, Exchange and Exchange Online, networking fundamentals, and device troubleshooting across PC and iOS platforms
- Tools & Platforms - Experience with technologies such as Microsoft Office Suite, Microsoft Teams, OneDrive, Citrix, ServiceNow (or similar ticketing systems), and mobile device management tools like Microsoft Intune
- Problem-Solving Skills - Proven ability to analyze issues, research solutions, and apply structured troubleshooting techniques in high-pressure situations
- Communication & Service Skills - Excellent verbal and written communication skills, with a strong focus on delivering a high-quality user experience
- Collaboration & Adaptability - Ability to work effectively across teams, manage multiple priorities, and adapt to evolving technology needs
- Certifications (Preferred) - A+ and/or Microsoft certifications; CTS certifications; audio-visual experience is required.
If you're driven to solve complex technical challenges while delivering exceptional service in a fast-paced, collaborative environment, we'd love to hear from you.
