Technology Support Analyst II

Primary Duties and Responsibilities

• Provide Tier 2 support for complex technical issues and escalations from the Help Desk
• Deliver deskside and remote support for desktops, laptops, printers, mobile devices, and peripherals
• Assist with software deployments, patching, and system upgrades
• Maintain accurate documentation of incidents, resolutions, and asset inventory using ITSM tools
• Coordinate with vendors for hardware repairs and software support

Legal Application Support

• Intermediate configurations and customization of legal-specific applications
• Document Management Systems: NetDocuments
• Timekeeping & Billing: Intapp Time
• Legal Research Tools: Westlaw, LexisNexis, Bloomberg Law
• Case & Matter Management: Legal Tracker
• E-Discovery & Litigation Support: Relativity, CaseMap
• Productivity Tools: Microsoft Office with legal add-ins, Litera Suite, Adobe Acrobat, Nuance PDF
• AI-powered legal tools: Harvey AI and Microsoft Copilot AI, including user enablement, troubleshooting, and integration into legal workflows

A/V & Collaboration Support

• Maintain and support A/V systems including Zoom Rooms, Teams Rooms, Crestron, and Polycom
• Set up and troubleshoot A/V equipment for meetings, training sessions, and video conferences
• Support remote collaboration platforms such as Zoom, Microsoft Teams, and Cisco Webex

Project & Team Support

• Assist with or co-lead in IT projects such as office moves, hardware refreshes, and system rollouts
• Provide training and guidance to junior analysts and end users
• Ensure compliance with IT policies and contribute to process improvement initiatives