IT Analyst / Desktop Support

About the role

Our client is an international law firm with offices across the United States, Europe, and Asia. We are seeking two experienced and service-oriented IT Analysts to join their Washington, DC and Denver offices. The IT Analyst will provide Level 2 technical support for desktops, laptops, mobile devices, printers, phones, Microsoft 365 applications, and other technology systems. This position will troubleshoot complex technical issues, coordinate with internal IT teams and external vendors, and provide a high level of customer service to attorneys and staff. Law firm IT experience is a strong plus.

Responsibilities

• Provide Level 2 deskside and remote technical support.
• Troubleshoot desktops, laptops, printers, phones, mobile devices, docking stations, and peripherals.
• Support Windows operating systems and Microsoft 365 applications, including Outlook, Word, Excel, and PowerPoint.
• Image, configure, deploy, and maintain computers and other technology equipment.
• Troubleshoot VPN, wireless, connectivity, and mobile device issues.
• Support iOS and Android devices.
• Partner with Applications, Networking, Systems, and other IT teams to resolve escalated technical issues.
• Manage tickets and service requests while meeting established service-level agreements.
• Maintain accurate incident documentation and IT asset records.
• Support employee onboarding and offboarding activities.
• Assist with hardware procurement, deployment, and lifecycle management.
• Participate in technology projects and continuous improvement initiatives.

Qualifications

• Minimum of 5 years of hands-on desktop or IT support experience.
• Experience working in a professional services or similarly fast-paced environment.
• Strong knowledge of Windows operating systems and Microsoft 365.
• Experience troubleshooting laptops, desktops, printers, docking stations, phones, and related hardware.
• Experience with remote support tools and IT service management platforms.
• Strong customer service and communication skills.
• Ability to manage multiple priorities in a deadline-driven environment.
• Strong organizational skills and attention to detail.
• Ability to work independently with minimal supervision.
• Professional judgment and discretion when handling confidential information.

Preferred Qualifications

• Law firm or legal industry IT experience.
• Experience with ServiceNow.
• Experience with BeyondTrust.
• Experience with SCCM or Microsoft endpoint management tools.
• Experience supporting iManage, Adobe Acrobat, Nuance PDF, or other legal applications.
• CompTIA A+ or Microsoft endpoint management certifications.
• Experience supporting Windows, Mac, iOS, and Android environments.

Pay

The anticipated base salary range is $70,000–$95,000, depending on experience, qualifications, education, certifications, and location.

Schedule

This is a hybrid position requiring 3 days onsite per week.