IT Support Analyst

$90,000 - $105,000/Yr

Withersworldwide - New York, NY

Full-time - Mid Level

New York, NY

Truck Transportation

About the position

The IT Support Analyst at Withersworldwide will provide technical support and assistance to users in the New York office and other US locations. This role involves troubleshooting software and hardware issues, managing IT service requests, and ensuring smooth operation of IT systems in a law firm environment. The analyst will work closely with the US IT Service Delivery Manager and collaborate with other IT support team members to deliver high-quality service to clients and staff.

Responsibilities

• Answer the Global IT Service Desk telephone and deal with first/second line calls, providing desk-side assistance as appropriate.
• Support the Microsoft Office 365 suite, Mimecast, iManage and other legal software such as Workshare Professional, Elite 3E and Webview.
• Log calls in the Service Desk call logging software (TOPdesk) to ensure incidents are escalated and closed when resolved.
• Build and support laptops, desktops, printers and mobile devices such as iPhones and Androids.
• Meet with all new hires and set up their remote access technology needs.
• Train and assist with MS Office 365 questions, iManage, Adobe Acrobat, and other firm software.
• Administer the hardware and software inventory; manage records for new joiners and leavers.
• Assist with the setup of conference rooms and provide technical support for video conferencing equipment.
• Diagnose PC, laptop and printer hardware faults and liaise with 3rd party engineers.
• Provide desk side assistance as appropriate and prep video conferencing system connections before meetings.

Requirements

• 3 years of experience in a law firm environment.
• Proficient in Windows 10/11 Professional and Active Directory.
• Experience with Microsoft Office 365 and Document Management Systems, preferably iManage 9.0/10.
• Strong troubleshooting skills for PC, printer, and laptop faults.
• Experience supporting audio-visual conferences using Logitech Rally Bar and Cisco equipment.
• Ability to work independently and as part of a team.

Nice-to-haves

• Experience with Citrix and VPN support.
• Familiarity with legal software applications such as HotDocs, BigHand, and pdfDocs.
• Good administration and clerical skills for updating records.

Benefits

• Competitive salary between $90,000 - $105,000 annually.
• Flexible working hours with a hybrid model (3 days on-site, 2 days remote).
• Reimbursement for travel to other US offices if needed.