IT Service Support Analyst

About the role

The IT Service Support Analyst provides advanced technical support for complex hardware, software, and system issues, serving as the first escalation point from the Service Desk. The role partners with IT teams to diagnose problems, implement solutions, guide support staff, and restore normal operations efficiently. A remote work arrangement is available for this position. Locations: Boston, MA; Chicago, IL; Los Angeles, CA; New York City, NY; Providence, RI; Rochester, NY; Washington, DC.

Responsibilities

• Provide advanced technical support for hardware, software, and network issues.
• Resolve escalated issues using discretion, judgment, and Firm best practices.
• Collaborate with IT teams and subject matter experts to identify root causes and prevent recurring issues.
• Maintain detailed documentation of activities, including issue resolution steps and outcomes.
• Develop and maintain support procedures and knowledge articles.
• Train and guide others to build technical skills.
• Provide after-hours support for critical issues as needed.
• Test and modify systems based on user or system specifications.
• Follow company policies, including security and data protection standards.
• Perform other duties as assigned.

Requirements

• 3–5 years of progressive technical support experience, preferably in a law firm or professional services environment.
• Bachelor’s degree in Computer Science, Information Technology, or related field preferred; equivalent experience accepted.
• Preferred certifications: CompTIA A+, Network+, ITIL, or Microsoft.
• At least 1 year of experience handling escalated or second-level support issues involving hardware, software, operating systems, network connectivity, and business applications.
• Experience supporting Microsoft Windows, Microsoft Office Suite, collaboration platforms, remote support tools, and legal industry‑specific applications.
• Experience using IT service management and ticketing systems to document, track, prioritize, and resolve support requests.
• Experience working with IT teams to troubleshoot escalated incidents, support system changes, and contribute to knowledge management and service improvement efforts.
• Communicate clearly and professionally with users, translating technical concepts for non‑technical audiences while demonstrating patience and empathy during escalated support interactions.
• Use analytical thinking and sound judgment to diagnose, prioritize, and resolve complex second‑level support issues efficiently.
• Leverage documentation, support tools, and escalation paths to research issues, identify solutions, and prevent recurring problems.
• Accurately document support notes, resolution steps, and outcomes in ticketing systems such as TeamDynamix, ServiceNow, Freshservice, or similar platforms.
• Create, update, and maintain knowledge base articles and support procedures to improve first‑contact resolution and team consistency.
• Build effective working relationships with IT teams, including Development, Infrastructure, and Security, to coordinate incident resolution and service improvements.
• Apply core IT competencies across Microsoft Windows, Microsoft Office Suite, hardware, networking, wireless technologies, peripheral integration, and legal industry‑specific applications and tools.

Pay

Anticipated annual salary range (depending on location):

• Providence, RI: $70,500 to $104,500
• Rochester, NY: $70,500 to $104,500
• Boston, MA: $77,500 to $114,950
• Chicago, IL: $77,500 to $114,950
• Los Angeles, CA: $77,500 to $114,950
• Washington, DC: $77,500 to $114,950
• New York, NY: $85,000 to $126,500

In addition to a standard benefits package, this role may be eligible for additional contingent