User Support Analyst

This position provides an opportunity to deliver high-level, white-glove technical support to attorneys and business professionals in a fast-paced, professional environment. The ideal candidate will have prior experience supporting users within a law firm, strong troubleshooting capabilities, and a customer-service-oriented approach., You will work closely with a collaborative team of experienced technical support professionals, providing both in-person and remote assistance across a broad range of hardware, software, and technology-related issues., n \n

• Provide Level II technical support to attorneys, executives, and business professionals, both onsite and remotely. \n

• Troubleshoot escalated hardware, software, mobile device, and connectivity issues. \n

• Respond to and resolve support tickets escalated from the Level I Service Desk. \n

• Support Windows and Mac laptops, Microsoft 365 applications, and iOS/Android mobile devices. \n

• Troubleshoot VPN, Citrix, VoIP, and network connectivity issues. \n

• Provide technical support for meetings, presentations, video conferencing, and client events. \n

• Assist with PC upgrades, workstation configurations, operating system deployments, and device setups. \n

• Support mobile device management and software deployment initiatives. \n

• Collaborate with senior technical support analysts and other IT teams to resolve complex technical issues. \n

• Assist with wireless networking initiatives and other IT projects as needed. \n

• Serve as a bridge between Level I and Level III support teams and provide Service Desk coverage when necessary. \n

• Deliver exceptional, white-glove customer service in a professional legal environment. \n

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• Prior experience providing white-glove technical support within a law firm is required. \n

• 5+ years of professional IT/technical support experience, or 2+ years with a bachelor’s or master’s degree. \n

• Minimum 2 years of experience providing escalated Level II technical support. \n

• High school diploma or equivalent required. \n

• Strong troubleshooting experience with: \n

• Windows and Mac laptops/desktops. \n

• Microsoft 365 / Office 365 applications. \n

• iPhones, Android devices, and mobile technology. \n

• VPN and Citrix remote access solutions. \n

• VoIP and video conferencing systems. \n

• Network connectivity and general troubleshooting. \n

• Experience working with IT ticketing systems. \n

• Excellent communication, problem-solving, and customer service skills. \n

• Ability to interact professionally with attorneys, senior leadership, and business professionals. \n

• Ability to work onsite four days per week in Midtown Manhattan and accommodate the 10:30 AM-7:00 PM schedule. \n, n \n

• Experience with Microsoft Intune and Litera (highly preferred). \n

• Experience with ServiceNow or similar IT service management platforms. \n

• Familiarity with legal document management systems such as iManage or NetDocuments. \n

• Experience supporting Adobe Acrobat. \n

• Experience with Microsoft SCCM for operating system deployment. \n

• Mobile Device Management (MDM) experience. \n

• CompTIA A+, ITIL, or Microsoft Office certifications. \n

This role offers a hybrid schedule with one remote day per week, competitive compensation, overtime opportunities, and potential travel to other U.S. offices., * Hybrid flexibility: Work remotely one day per week, a valuable benefit for a hands-on technical support position. \n

• Competitive compensation: Salary up to $100K, with paid overtime opportunities. \n

• Collaborative environment: Join an established IT support team with experienced colleagues and dedicated leadership. \n

• Professional growth: Gain exposure to enterprise technology, complex troubleshooting, and specialized legal applications. \n

• Global exposure: Collaborate with IT professionals across multiple offices, with potential travel opportunities. \n

• Stable schedule: Monday-Friday, with no regular weekend shift requirements. \n