IT User Support

The User Support Analyst provides Level ll, hands-on technical support to Firm users. This person will troubleshoot hardware, software, connectivity, mobile device and other technology issues both in person and remotely.

Looking for a candidate with 2-5 years in IT doing support troubleshooting of hardware software connectivity. Windows 11 microsoft office 365 remote and in-person Microsoft intune mobile device dell smartphone citrix VOIP serviceNow SCCM Cisco NetDocs adobe mac support., This is a highly user-facing position. While strong technical troubleshooting skills are important, customer service is the top priority. The ideal candidate can build rapport with users, communicate effectively, take ownership of issues and use their technical knowledge to identify and resolve problems., The target candidate will generally have 2-5 years of hands-on IT/user support experience. 2 years of experience can be sufficient, but the candidate should demonstrate progression, strong technical exposure and the ability to independently troubleshoot beyond basic service desk issues (which is why usually above 2 is where we see this experience). Customer service should come first. We are looking for someone who combines a service-oriented approach with the technical ability to investigate problems, identify root causes and resolve issues independently. Prior law firm experience is strongly preferred, followed by experience within another professional services/high-touch corporate environment. For now, hiring team ONLY wants to look at individuals with past LEGAL/LAW FIRM EXPERIENCE. In the future, candidates from other industries may be considered.

Priority Experience: Please prioritize candidates with experience in the following areas ( * are the crucial items):

• Hands-on Level II / deskside / end-user support*
• Microsoft Windows 11 & Microsoft Office 365*
• Both Remote & In-Person user support*
• Microsoft Intune, particularly mobile device management*
• Computer imaging, reimaging, configuration and hardware swaps
• Laptop/desktop troubleshooting; the Firm primarily uses Dell laptops
• Smartphone/mobile device support
• Remote access technologies such as Citrix
• VoIP/telephony support
• IT ticketing systems; the Firm currently uses ServiceNow
• Zoom support* Additional helpful experience includes SCCM, Cisco Telephony, NetDocs, Adobe Acrobat and Mac Support.

Level ll Meaning:

This position is more technical and hands-on than a traditional Level 1/service desk role. Level 1: Primarily service desk/basic troubleshooting. Level 2 (this position): Local hands-on support, including reimaging computers, swapping equipment, troubleshooting hardware/software issues and investigating root causes of problems.