Technical Support Analyst

Overview

We are seeking an on-site Technical Support Analyst to join our technology services team. This role is critical in ensuring attorneys and staff receive reliable, timely, and effective assistance with hardware, software, and system-related challenges. The ideal candidate is a problem-solver who thrives in a collaborative setting, communicates clearly, and can perform well in high-pressure situations.

Key Responsibilities

• Serve as a member of the firmwide support team, providing technical assistance across a range of devices, applications, and office environments.
• Participate in an on-call rotation for evenings and weekends alongside fellow analysts.
• Deliver hands-on support within the primary office location, while also assisting remote colleagues across multiple offices.
• Monitor incoming support requests, prioritize issues, and coordinate with teammates to resolve complex or escalated matters.
• Contribute to internal knowledge bases and recommend enhancements to improve service delivery.
• Partner with infrastructure, applications, and other IT groups to support projects and day-to-day operations.
• Set up and maintain office technology including phones, printers, and firm-approved applications.
• Perform periodic checks of conference room systems and support video/audio conferencing tools.
• Travel occasionally to assist with firm events, legal proceedings, or site-based technology needs.

Qualifications

• Associate degree in a technology-related field (Bachelor’s degree or technical certifications a plus).
• Familiarity with IT service management principles; ITIL training or certification preferred.
• Proficiency in Microsoft Windows, Office applications, and experience with industry-specific software.
• Strong communication skills with the ability to explain technical concepts clearly to non-technical users.
• Team-oriented approach with a commitment to accountability and shared success.
• Ability to deliver professional, responsive, and user-focused support in a fast-paced setting.