IT Analyst - onsite (customer support exp. in software, hardware, networking)

Job Description

Our client, a prestigious Am Law 100 firm, is seeking an IT Analyst to join their team. This first-level role is responsible for delivering technology solutions and support, ensuring smooth day-to-day IT operations, facilitating meeting technologies, and contributing to firmwide IT projects and initiatives. The position is critical in advancing continuous organizational effectiveness and exceptional service delivery.

Key Responsibilities

Act as a first point of contact for customers, providing timely, high-quality technical assistance and solutions.

Support and promote new technologies across the firm.

Facilitate and manage meeting technology tools and events (video conferences, presentations, client meetings, and special events).

Coordinate with firmwide departments to ensure accurate scheduling and seamless execution of meetings and events.

Provide on-site and remote support, including answering incoming calls / emails and resolving escalated software / hardware issues.

Install, configure, and maintain firm-standard software and systems.

Collaborate with IT teams to escalate and close tickets efficiently, ensuring customer satisfaction through proactive communication.

Maintain office computers, printers, and asset management systems to ensure accuracy and availability.

Utilize service desk tools (e.g., ServiceNow) to track, update, and close tickets.

Support mobile device technologies and remote access tools (Citrix, VPN).

Coordinate planned service events (e.g., monthly network maintenance) and unplanned outages with IT operations teams.

Promote and enforce data security policies and best practices in compliance with information security regulations.

Contribute to IT projects, deployments, training, and user adoption of firm technologies.

Work beyond scheduled hours as needed; light travel may be required.

Required Skills & Proficiencies

Advanced knowledge of Microsoft Operating Systems, application installation, and configuration.

Proficiency in Microsoft Office Suite, MS Teams, ServiceNow, and Document Management Systems (iManage / Work 10).

Strong experience with Citrix, VPN, and remote access technologies.

Expertise in networking technologies, cabling, and data communications.

Proficiency in mobile technologies (iOS, iPadOS).

Strong understanding of data security, customer service principles, and project management.

Excellent problem-solving skills, with the ability to work independently and take ownership of service requests.

Qualifications

Associates or Bachelors degree preferred, or equivalent work experience.

Minimum 3 years of direct customer support experience in software, hardware, and networking.

Minimum 3 years of LAN, WAN, and network systems support and management.

Minimum 3 years configuring, installing, and maintaining client PC operating systems and related devices.

Prior experience in a professional services or law firm environment required.

We are seeking candidates with strong job longevity and communication skills.