IT Helpdesk Analyst R

Job Description

Our client a major international Law Firm is seeking hands‑on technology support for a 24/7 helpdesk environment. The hours for this position are Monday to Friday 9:30am – 5:30pm onsite. Compensation is $95K–$115K+ DOE.

Essential Duties and Responsibilities include the following. Other duties may be assigned. This position requires ongoing flexibility with regard to working overtime and work hours:

• Manage workflow by inputting accurate problem description and resolution data in an incident management system for all calls received.
• Field escalated tickets from the phone support Level 1 team.
• Visit user offices to troubleshoot issues directly as required.
• Run scheduled system tests and perform requested change control testing.
• Assess and troubleshoot email delivery issues using ProofPoint console.
• Manage mobile phone and MiFi issues and administration as needed.
• Perform some off‑site litigation‑on‑location setups and partner home visits if required.
• Participate in assigned training programs.
• Write clear technical documentation, SOPs, and scripts.
• Provide coverage of other shifts, including overnight and/or weekends, with daily overtime potentially required.

In addition, responsibilities related to maintaining firm and client information must be adhered to by all employees. This includes complying with the firm’s information security policies, protecting firm assets from unauthorized access, disclosure, modification, destruction or interference, and reporting security events or potential risks to management.

Required:

• Helpdesk experience, preferably in a law firm environment.
• Excellent communication (verbal and written) and customer service skills.
• Extensive knowledge of Windows OS 10/11 and Microsoft Office O365.
• Experience with document management systems (preferably Net Docs).
• Troubleshooting remote access problems (RSA Administration, VPN, Citrix).
• Experience with Active Directory and Entra Administration.
• Mobile device support (Firm iPhones, Black Berry Work for Enterprise, Intune).
• Troubleshoot basic networking issues, knowledge of IP, basic server administration.
• Troubleshoot basic hardware and cabling issues.
• Ability to handle a high‑pressure environment.
• Ability to prioritize urgent requests and multitask.

Bachelor’s degree preferred.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.