IT Systems Analyst

Redgrave LLP is making meaningful technology investments - and we need a sharp, hands-on IT professional to help us execute. This is a newly created role with real ownership: you won't be watching someone else manage tickets or provision devices. You'll be the one driving it.

As our IT Systems Analyst, you'll be the primary operational backbone of a lean, high-performing IT team. You'll own tier-two support, device lifecycle management, and user onboarding/offboarding - work that directly impacts the experience of every attorney and staff member at the firm. Reporting to the CIO with close day-to-day collaboration with the IT Systems Manager, you'll have the visibility and authority to make a difference.

What You'll Do

Tier-Two Support & MSP Coordination

• Serve as the primary internal escalation point for helpdesk requests
• Triage and resolve end-user issues across Windows, Microsoft 365, and legal tech platforms
• Coordinate with the Managed Service Provider (MSP) on open tickets, ensuring resolution to firm standards
• Build runbooks and self-service resources to reduce recurring issues

Device Lifecycle & MDM Management

• Manage device enrollment, configuration, and lifecycle via Apple Business Manager (ABM) and Microsoft Intune
• Execute device provisioning for new hires - imaging, policy application, and app deployment
• Drive the firm's phased ABM mobile device transition, maintaining Intune policy compliance across the fleet
• Maintain accurate device inventory aligned with firm security standards

Onboarding & Offboarding

• Own end-to-end IT onboarding and offboarding: account provisioning, device setup, access management, and IT orientation sessions
• Partner with HR to ensure timely, accurate execution of user lifecycle workflows
• Maintain onboarding/offboarding checklists in compliance with firm access control policies

Hardware Refresh & Infrastructure Support

• Coordinate hardware procurement, imaging, and deployment for the firm's refresh program
• Track inventory, refresh cycles, and warranty status
• Provide hands-on support to the IT Systems Manager on Microsoft 365 projects, migrations, and platform upgrades
• Contribute to IT documentation, SOPs, and runbooks that keep the team operating at scale

These are the capabilities that will define success in this role:

• Windows Endpoint Expertise: Hands-on ability to troubleshoot and resolve issues across Windows environments and Microsoft 365 applications with minimal escalation
• Microsoft 365 Administration: Working knowledge of Exchange Online, SharePoint, Teams, and Azure Active Directory (Entra ID) for user management and access control
• Mobile Device Management (MDM): Familiarity with Microsoft Intune and/or Apple Business Manager for device enrollment, policy application, and lifecycle management
• User Lifecycle Management: Proven ability to execute onboarding and offboarding workflows accurately - account provisioning, device setup, and multi-system access management
• Documentation Discipline: Ability to create clear, repeatable SOPs and runbooks that reduce reliance on institutional knowledge
• Systematic Troubleshooting: A methodical, logical approach to diagnosing endpoint, application, and connectivity issues - always with an eye toward documenting resolutions
• Professional Communication: Confident communicating technical concepts to attorneys and non-technical staff at all levels
• Priority & Queue Management: Ability to manage concurrent support tickets, provisioning requests, and projects without losing track of open items, * 2-4 years of experience in IT support, systems administration, or infrastructure
• Demonstrated experience with Windows endpoint support in a managed enterprise environment
• Experience managing user accounts and access in Microsoft 365 / Azure Active Directory (Entra ID)
• Solid understanding of onboarding/offboarding workflows and IT access control practices
• Strong troubleshooting skills with a documentation-oriented approach to problem resolution
• Clear, professional communication with users at all levels

Preferred

• Experience with Microsoft Intune and/or Apple Business Manager for device enrollment and policy management
• Familiarity with Microsoft 365 administration (Exchange Online, SharePoint, Teams)
• Experience in a law firm, legal services, or professional services environment
• Familiarity with legal technology platforms (e.g., iManage or equivalent document management systems)
• Experience coordinating with a managed service provider in a hybrid IT model
• Microsoft 365 Fundamentals (MS-900) or equivalent certification

• Base salary: $85,000 - $115,000 DOE
• Comprehensive health, dental, and vision; 401(k) with firm contributions and Cash Balance Pension Plan; HSA and FSA
• Generous PTO, paid holidays, hybrid flexibility, and professional development support