IT Support Analyst

A mid-sized law firm is seeking a full-time IT Support Analyst to provide first-line technical assistance to attorneys and staff across remote, hybrid, and in-office environments. This role supports a high-volume help desk, resolves routine technical issues, delivers exceptional customer service, and escalates complex matters when needed., Position Overview: The Technical Support Specialist will serve as the primary contact for IT support requests, assist with workstation setup and maintenance, support onboarding/offboarding, and troubleshoot common hardware, software, and network issues. The ideal candidate is detail-oriented, calm under pressure, and comfortable supporting users in a professional legal environment., * Serve as the first point of contact for IT support requests via phone, email, chat, or ticketing system.

• Troubleshoot and resolve basic hardware, software, and network issues; escalate when appropriate.
• Document all support activity and resolutions in the ticketing system.
• Perform workstation setup, imaging, deployment, configuration, and equipment replacements.
• Assist with onboarding/offboarding tasks, including account setup, password resets, and equipment preparation.
• Support remote, hybrid, and onsite users through remote access tools and in-person assistance.
• Provide basic troubleshooting for Windows, Microsoft 365, printers, mobile devices, and collaboration tools.
• Monitor and respond to incoming tickets, meeting service-level expectations.
• Assist with routine system monitoring tasks and maintain awareness of IT systems.
• Contribute to internal knowledge base documentation.
• Maintain professionalism, confidentiality, and a calm demeanor when supporting attorneys and staff.

• Working knowledge of Windows 11 and Microsoft 365.
• 2-5 years of help desk or technical support experience.
• Strong troubleshooting and problem-solving skills.
• Technical proficiency with computers, mobile devices, and common software applications.
• Excellent verbal and written communication skills for supporting non-technical users.
• Ability to multitask and manage several tickets in a fast-paced environment.
• High attention to detail and accurate documentation practices.
• Basic understanding of network fundamentals (IP addressing, DNS, DHCP, Wi-Fi).
• Familiarity with security basics such as account lockouts and safe computing practices.
• Strong customer service orientation and professionalism.