IT Analyst

Full-time

Our client, an Am Law 50 firm, is seeking an IT Analyst to provide high-quality technology support and ensure seamless daily IT operations across the firm. This first-level support role is responsible for assisting end users managing meeting and event technology, maintaining hardware and software standards, and contributing to firm-wide IT projects and process improvements. The IT Analyst plays a key role in delivering exceptional customer service and advancing the firm’s overall operational effectiveness.

• Serve as a primary technical resource delivering timely high-quality support for software, hardware, and general IT issues.
• Promote and assist with adoption of new technologies across the firm.
• Facilitate and support meeting technology including video conferencing, presentations, client meetings, and special events.
• Coordinate with firm-wide departments to ensure accurate scheduling and smooth execution of meetings and events.
• Respond to first-level support calls and emails; provide on-site support for local office users.
• Install and maintain computer software in alignment with firm standards and IT procedures.
• Escalate and resolve hardware and software issues by collaborating with IT teams.
• Ensure operational availability of office computers, printers, and related equipment.
• Maintain asset management systems and ensure accurate tracking of firm equipment.
• Use the firm’s call tracking system to create, update, elevate, and close service tickets.
• Demonstrate full ownership of support requests, acting as liaison between users and IT groups until resolution.
• Participate in IT initiatives, deployments, and projects; support training and user adoption of new tools.
• Support mobile device technologies and remote access tools (VPN, Citrix), promoting best practices.
• Assist in communicating planned maintenance and unplanned outages; coordinate with Network Operations, Telecom, and other IT teams.
• Uphold data security policies and information security guidelines.
• Work beyond standard hours when needed; occasional travel required.
• Maintain a strong work ethic: punctuality, reliability, and self-motivation.

• Advanced proficiency with Microsoft Operating Systems, Microsoft Office Suite, MS Teams, and Service Now.
• Expertise in remote access technologies (Citrix, VPN) and mobile platforms (iOS, iPadOS).
• Strong knowledge of networking technologies: cabling, communication devices, and intranet/extranet systems.
• Advanced proficiency with Document Management Systems (e.g., iManage/Work 10).
• Strong understanding of customer service best practices.
• Proficiency in data security tools, applications, and standards.
• Strong project management skills.

• Associate or Bachelor’s degree preferred or equivalent work experience.
• 3 years of experience providing direct customer support in software, hardware, and networking.
• 3 years of LAN/WAN and network system support.
• 3 years of experience installing, configuring, and maintaining PC operating systems and devices.
• Prior professional services or law firm experience.

Salary: $80,000 - $100,000 per year.