IT Support Analyst

The analyst will serve as the primary Helpdesk point of intake, responsible for answering, acknowledging, triaging, resolving, or escalating incoming IT support requests while providing timely, professional, and responsive assistance. This role requires onsite, in-person work five days per week in the firm’s Midtown Manhattan office, flexibility to work morning or afternoon shifts, and availability for overtime and after-hours on-call support as needed. The analyst will support attorneys, paralegals, administrative assistants, and staff with responsive, high-quality end-user support in a fast-paced professional services environment. Responsibilities will include hardware, software, connectivity, remote access, collaboration tools, firm applications, documentation, process improvement, and project support in a Microsoft-based environment.

Essential Job Functions

· Serve as the primary Helpdesk point of intake by answering incoming IT support calls, emails, ServiceNow tickets, and other support requests; provide timely, professional, and customer-service-focused assistance; and ensure each request is addressed directly or escalated appropriately

· Use AI tools such as Microsoft Copilot, Harvey AI, Claude, and similar platforms to improve support, documentation, and knowledge sharing

· Identify and pilot AI, automation, reporting, and self-service improvements that reduce repetitive work and create a more consistent support experience

· Create and update how-to guides, training materials, videos, and user communications, including materials that help users adopt new tools and workflows

· Work onsite, in person, five days per week in the firm’s Midtown Manhattan office and support the firm’s in-office technology needs

· Maintain flexibility to work morning or afternoon shifts, overtime as needed, and a rotating after-hours on-call schedule

· Handle approximately 10-20 Helpdesk requests per day while providing prompt, professional, and courteous support

· Document, update, and track ServiceNow tickets from intake through resolution, ensuring accurate notes and timely follow-up

· Support attorneys, staff, and administrative teams in a Microsoft-based environment

· Provide first-level support for hardware, software, connectivity, remote access, collaboration tools, and firm applications

· Set up and support in-person and virtual meetings using Zoom, Microsoft Teams, and conference room technology

· Install, troubleshoot, and maintain desktops, laptops, printers, peripherals, and related systems

· Support remote access tools, including Citrix and VPN, along with the Microsoft 365 environment

· Assist with IT projects, technology rollouts, process improvements, and documentation efforts

· Coordinate with senior IT team members, vendors, and external Helpdesk partners as needed

· Familiarity with AI applications, or a strong willingness to learn tools such as Microsoft Copilot, Harvey AI, Claude, and similar platforms

· AI-first mindset, with the curiosity and initiative to improve support delivery, documentation, training, reporting, and repeatable Helpdesk processes

· Ability to work onsite, in person, five days per week in the firm’s Midtown Manhattan office

· Flexibility to work morning or afternoon shifts, overtime as needed, and to participate in the after-hours on-call rotation approximately one week per month

· Strong customer service skills required; prior IT Helpdesk, desktop support, end-user support, or at least 1 year of professional IT support experience preferred

· Experience in a legal, professional services, or similar business environment preferred

· Sound judgment to resolve issues directly or escalate appropriately in a high-volume Helpdesk environment

· Experience supporting users in a Microsoft-based environment, including Windows, Microsoft 365, Outlook, Teams, SharePoint, and related collaboration tools

· Experience with Zoom and Microsoft Teams required; conference room or audio/visual support experience preferred

· Experience with iManage, Microsoft Intune, Power BI, SharePoint, ServiceNow, Active Directory, or Microsoft Endpoint Configuration Manager a plus

· Strong attention to detail, with the ability to manage multiple requests, prioritize effectively, and follow through to resolution

· Self-motivated, dependable, and able to work independently while contributing to a collaborative IT team

· Bachelor’s degree preferred; equivalent experience will be considered

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance