IT Support Analyst
One Manhattan West New York, NY 10001 US
Job Description
Key Responsibilities:
- Service Desk Support: Provide first- and second-line support through phone, email, and in-person interactions. Respond to IT issues, log incidents in the ticketing system, and resolve issues within defined SLAs.
- Hardware and Software Maintenance: Set up, troubleshoot, and maintain desktops, laptops, printers, and mobile devices. Perform hardware diagnostics and coordinate repairs with third-party vendors as needed.
- Application Support: Provide end-user support for legal and office software, including Microsoft Office 365, iManage, Workshare, Elite 3E, and other industry-specific applications. Assist users with document management, time tracking, and PDF editing tools.
- New Hire Onboarding: Assist with the onboarding of new employees by configuring laptops, mobile devices, VPN, and remote access tools. Conduct introductory IT training sessions for new hires on firm software and technology.
- Video Conferencing Support: Set up and troubleshoot video conferencing systems, ensuring smooth connectivity and high-quality video/audio for meetings. Support conference room setups, including video and audio equipment.
- Inventory and Asset Management: Track and manage IT assets, including laptops, desktops, printers, and mobile devices. Maintain accurate records of equipment assignments and inventory updates.
- Documentation: Update technical documentation and knowledge base articles to assist in user training and support. Record common issues and solutions to streamline future support efforts.
- Project Assistance: Collaborate on IT projects, including hardware rollouts, software upgrades, and technology enhancements. Provide insights and feedback on process improvements.
Technical Requirements:
- Proficiency with Windows 10/11 and Microsoft Office 365 applications.
- Experience supporting Document Management Systems (iManage or similar) in a law firm setting.
- Familiarity with VPN, Citrix, and other remote access technologies.
- Knowledge of IT ticketing systems such as ServiceNow, TOPdesk, or similar.
- Strong troubleshooting skills with hardware (PCs, laptops, printers) and mobile devices (iPhone, iPad, Android).
- Experience with legal applications such as Elite 3E, Workshare, Adobe Acrobat, and document management systems preferred.
- Knowledge of network fundamentals, including basic IP networking and connectivity troubleshooting.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
- 3+ years of experience in an IT support role, ideally within a law firm or professional services environment.
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- Ability to work independently and as part of a team.
- Strong organizational skills and attention to detail.
- Customer-service oriented with a proactive, problem-solving attitude.
- Ability to work flexible hours and travel to other office locations as needed.