Serve as the first point of contact for technical issues and help keep firm users productive through fast, accurate support.

Provide timely technical support to firm personnel via phone, email, and in person
Diagnose, troubleshoot, and resolve hardware, software, and application issues; escalate complex matters as needed
Support Microsoft Windows and Microsoft 365 applications along with firm-approved legal and business software
Maintain accurate ticket documentation and track requests in ServiceNow
Communicate regularly with users to provide updates and support timely resolution
Collaborate with internal IT teams and external vendors to address more complex technical problems
Perform routine maintenance and troubleshooting for firm-issued computers
Assist with technology projects, software rollouts, and user support initiatives
Follow firm policies and security standards when handling sensitive information
Participate in a rotating weekend on-call schedule after the first year
Complete occasional travel of up to 10%

Customer-focused with strong attention to detail
Comfortable supporting routine requests and more complex technical challenges in a fast-paced environment
Strong customer service and communication skills
Understanding of ITIL-based support practices and ticketing systems
Ability to translate technical issues into clear, user-friendly solutions
High professionalism and discretion when handling confidential information
1-3+ years of Help Desk or Desktop Support experience, preferably in a law firm or professional services environment
Hands-on support experience with Microsoft 365, Windows 11, and legal technology platforms
Knowledge of MFA, SSO, VPN, VDI, and mobile device support

Help Desk Analyst

Job Description