IT Analyst

The IT Analyst provides quality and consistent front-line, technical end user support services in a professional and responsive manner, including troubleshooting assistance, problem resolution via telephone, remote desktop connection, and/or visits to user locations. The IT Analyst must take ownership and provide timely resolution of all incident tickets and change orders. This position interacts directly with other IT groups to determine the proper solution to an issue, sets up for quality assurance testing of new hardware and software for existing and new users, and performs other related duties.

Responsibilities:

• Providing responsive, user-focused support for hardware and software issues across a hybrid work environment.
• Acting as a second-level escalation point for IT Help Desk issues, ensuring SLA compliance and user satisfaction.
• Delivering deskside and remote support for desktops, laptops, printers, phones, mobile devices, and peripherals.
• Imaging, configuring, and deploying systems; installing pre-approved software and performing routine maintenance.
• Partnering with IT teams (Applications, Networking, Systems) and external vendors for advanced troubleshooting and escalations.
• Maintaining accurate asset inventory and incident documentation using standard ITSM and asset management tools.
• Supporting onboarding/offboarding processes and device lifecycle management.
• Ensuring timely follow-up and resolution of all assigned tickets and service requests.

Qualifications:

• Associate degree or equivalent work experience in IT; additional certifications (e.g., CompTIA A+, Microsoft MD-100/MD-101) strongly preferred.
• 3+ years of hands-on desktop support experience in a professional environment.
• Familiarity with law firm software and workflows is preferred.
• Proficient with current Windows OS and Microsoft 365 applications (Excel, Outlook, PowerPoint, Word).
• Experienced with remote support tools (BeyondTrust), ITSM platforms (ServiceNow), and endpoint management (SCCM).
• Comfortable supporting:
• Adobe Acrobat & Nuance PDF
• iManage and other common Law firm Apps
• Modern browsers: Edge, Chrome, Firefox
• iOS/Android devices, IP phones, VPN connectivity
• Wireless connectivity for Windows, Mac, and mobile
  platforms
• Capable of troubleshooting and maintaining laptops, desktops, docking stations, and printers.
• Strong client service with a proactive approach to problem-solving.
• Excellent oral and written communication skills with a service-first attitude.
• Able to prioritize tasks and manage time in a fast-paced, deadline-driven environment while exhibiting a strong attention to detail.
• Professional, courteous, and adept at working with stakeholders at all organizational levels.
• High level of discretion and ability to maintain confidentiality.
• Willingness to work flexible hours and occasional overtime as needed.
• Must be self-motivated and able to successfully perform tasks independently with minimum supervision.