Senior IT Support Analyst

Domain / Industry: Law firm or professional services experience is strongly preferred

Technical Support & End-User Experience

- Serve as a primary point of contact for IT support requests

- Troubleshoot and resolve software, hardware, and networking issues

- Deliver timely, high-quality support with a strong customer service mindset

Meeting & Collaboration Technology

- Support video conferences, client meetings, and presentations

- Ensure flawless setup and execution across platforms and offices

- Partner with teams on meeting logistics and event technology

Systems, Devices & Asset Management

- Install, configure, and maintain firm-standard software and hardware

- Ensure all desktops, laptops, printers, and peripherals are operational

- Maintain accurate asset tracking and inventory records

Ticketing, Security & Compliance

- Use ServiceNow to log, track, escalate, and resolve IT service requests

- Enforce firm data security standards and IT policies

- Support VPN, Citrix, mobile device access, and remote connectivity tools

Network & Infrastructure Support

- Assist with LAN and WAN system support and maintenance

- Support document management and collaboration platforms

- Participate in upgrades, rollouts, and system improvements

Projects & Continuous Improvement

- Support IT initiatives, upgrades, and training efforts

- Drive technology adoption and continuous improvement across the firm

What We’re Looking For

Required Experience

- 6+ years providing direct IT support across software, hardware, and networking

- 6+ years supporting LAN, WAN, and network systems

- 6+ years installing, configuring, and maintaining client PC operating systems and devices

- Experience supporting customers in a professional services environment REQUIRED

Technical Skills

- Advanced proficiency with Windows, Microsoft Office, and Teams

- Strong experience with ServiceNow, Citrix, and VPN tools

- Working knowledge of LAN/WAN systems, iManage, and document management systems

- Experience supporting mobile technologies including iOS and iPadOS

Qualifications

- Associate’s or Bachelor’s degree preferred, or equivalent experience

- Strong troubleshooting, communication, and customer service skills

- Proven ability to manage multiple issues in a fast-paced environment