Desktop Analyst

Salary : $80k-$90k per year (Non-Exempt Position) Department : IT Operations Reporting to : IT Manager Description We are seeking a highly skilled and customer-focused Desktop Analyst to join our New York IT team. This role is responsible for providing advanced desktop and application support in a fast-paced, high-demand professional services environment. The Desktop Analyst will act as an escalation point from the Helpdesk and deliver hands-on support to attorneys and staff, ensuring a seamless technology experience. Duties/Responsibilities Provide Tier 2 desktop support for Windows 11 laptops and desktops in an enterprise environment Troubleshoot and support Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, Teams) including firm-specific add-ins Support remote users via technologies such as VPN (FortiClient) and Azure Virtual Desktop (AVD) Diagnose and resolve hardware, software, and performance issues Handle escalations from Helpdesk, ensuring timely resolution and ownership of tickets Deliver high-touch, white-glove support to attorneys, executives, and staff Provide conference room and meeting support (Teams / Zoom setups, troubleshooting AV issues) Support and troubleshoot printers, scanning, and document workflows Assist with new hire setups, device deployments, and onboarding/offboarding processes Maintain accurate documentation of issues, resolutions, and processes Collaborate closely with Engineering, Security, and Infrastructure teams Participate in proactive initiatives to improve performance, stability, and user experience Stay current with emerging technologies, including AI-driven tools and integrations Qualifications Required 2+ years of experience in a Desktop Support / Desktop Analyst role Strong experience with Windows 11 in an enterprise environment Advanced troubleshooting skills in Microsoft 365 (Office apps, Teams, Outlook) Hands-on experience supporting iManage Work (document management, Outlook/Office integration, workspace access issues) Experience supporting VPN (FortiClient preferred) and remote access technologies Familiarity with Azure Virtual Desktop (AVD) or similar VDI platforms Experience supporting printers, scanning solutions, and end-user devices Strong understanding of networking basics (DNS, IP, connectivity troubleshooting) Excellent communication skills with a customer-first mindset, including the ability to explain technical concepts to non-technical users, maintain clear documentation, and follow established communication protocols for incident escalation and resolution. Ability to work in a fast-paced, high-demand office environment Strong organizational skills and ability to manage multiple priorities Willingness to work flexible hours, including after-hours support when necessary, and travel to other offices as needed to ensure consistent service availability and responsiveness across all locations. Collaborate with IT leadership to reduce ticket volume through proactive support, ticket hygiene, and user enablement strategies. Preferred Experience in a law firm or professional services environment Familiarity with AI tools and modern workplace technologies Experience with endpoint management tools (e.g., Intune) Exposure to AV / conference room technologies Physical Requirements Prolonged periods of sitting at a desk and writing, reading, and typing on a computer. This role may require lifting equipment up to 35 pounds. Regularly move between floors and offices to troubleshoot onsite issues and perform physical workstation moves, setups, and reconfigurations. The role is responsible for supporting multiple offices and may involve travel between office locations during standard business hours. Additional Notes Confidentiality and discretion are essential, as you may be exposed to sensitive information. Serve in a mandatory quarterly on-call rotation to provide timely support for critical end-user issues outside of standard business hours. Professional business references and a background check will be required for all final applicants selected for a position. In accepting a position, it is understood that continued employment is contingent upon a satisfactory background check. A satisfactory background check is the absence of a criminal record which bears a demonstrable relationship to the applicant/employee’s suitability to perform the required duties and responsibilities of the position. Loeb & Loeb is an Equal Opportunity Employer. #J-18808-Ljbffr Loeb & Loeb