IT Analyst

Key Responsibilities

• Provide responsive, user-focused hardware and software support in a hybrid work environment.
• Serve as a second-level escalation point for Help Desk issues, ensuring adherence to service-level agreements and a high level of user satisfaction.
• Deliver deskside and remote support for desktops, laptops, printers, phones, mobile devices, docking stations, and other peripherals.
• Image, configure, deploy, and maintain technology equipment; install approved software and perform routine maintenance.
• Partner with Applications, Networking, Systems, and other IT teams, as well as external vendors, to troubleshoot and resolve advanced technical issues.
• Maintain accurate incident documentation and asset inventory using IT service management and asset management tools.
• Support onboarding and offboarding activities, including equipment setup, recovery, and lifecycle management.
• Monitor assigned tickets and service requests, ensuring timely follow-up, communication, and resolution.
• Aid with hardware procurement, equipment deployment, and inventory management.
• Participate in technology-related projects and support continuous improvement initiatives.

Qualifications

• Associate degree in Information Technology or a related field, or equivalent combination of education and experience.
• Minimum of five years of hands-on desktop support experience in a professional services or similarly fast-paced environment.
• Relevant technical certifications, such as CompTIA A+ or Microsoft endpoint management certifications, are strongly preferred.
• Familiarity with law firm technology, applications, and workflows is preferred.
• Strong working knowledge of current Windows operating systems and Microsoft 365 applications, including Outlook, Word, Excel, and PowerPoint.
• Experience with remote support tools, such as BeyondTrust; IT service management platforms, such as ServiceNow; and endpoint management tools, such as SCCM.
• Experience supporting Adobe Acrobat, Nuance PDF, iManage, and other common legal industry applications.
• Familiarity with modern web browsers, including Microsoft Edge, Google Chrome, and Mozilla Firefox.
• Experience with iOS and Android devices, IP phones, VPN connectivity, and wireless connectivity across Windows, Mac, and mobile platforms.
• Demonstrated ability to troubleshoot and maintain laptops, desktops, docking stations, printers, and related hardware.
• Strong customer service skills and a service-first approach to supporting users at all organizational levels.
• Excellent verbal and written communication skills, with the ability to explain technical issues clearly and professionally.
• Strong organizational, time-management, and project-management skills, with the ability to prioritize competing demands in a deadline-driven environment.
• Sound judgment, strong attention to detail, and a high level of discretion when handling confidential information.
• Self-motivated and able to work independently with minimal supervision.
• Demonstrated reliability, dependability, initiative, and a proactive approach to problem-solving.
• Ability to work flexible hours and occasional overtime, as business needs require.

Pay

The anticipated base salary for this position is $70,000 to $95,000. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job.

Benefits

To learn more about benefits, please visit this link.

Schedule

This position is based in Washington, DC and Denver and requires flexibility to work flexible hours and occasional overtime as needed.