Technology Support Analyst II

The Technology Support Analyst II will work independently on complex technical challenges, serve as a tier 2 escalation resource, participate in cross-functional projects, and provide guidance to entry-level analysts. Duties and Responsibilities Primary Technical Support 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. Provide entry-level system administration tasks such as user account management, software installation, and routine maintenance under supervision. Assist with software deployments, patching, and system upgrades. Support onboarding/offboarding processes and manage hardware lifecycle. 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, including: 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 Support AI-powered legal tools such as 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. Secondary Performs other duties and responsibilities as assigned. Minimum Qualification Education Bachelor’s degree in Information Technology, Computer Science, or related field preferred. Experience 3–5 years of IT support experience, with at least 2 years in a legal or professional services environment. Special Knowledge Certifications (Preferred); CTS certification Microsoft 365 Certified: Modern Desktop Administrator Associate ITIL Foundation Technical Skills Proficient in supporting Windows 11, Microsoft 365, and remote access tools (VPN, AVD). Experience with Active Directory, user provisioning, and basic networking. Familiarity with endpoint management tools (e.g., SCCM, Intune). Intermediate knowledge of A/V systems and conferencing technologies. Strong troubleshooting skills across hardware, software, and legal applications. Working knowledge of Harvey AI and Microsoft Copilot AI, including their use in legal research, drafting, and productivity enhancement. Virtualization & Remote Access: Experience with AVD or VMware Horizon. Mobile Device Management (MDM): Experience with tools such as Intune. Template & Macro Management: Supporting legal document templates, macros, and metadata. Data Loss Prevention (DLP): Familiarity with tools and policies to protect sensitive client data. Attributes Strong analytical and problem-solving abilities. Excellent communication skills, especially under pressure. Ability to manage multiple tasks and prioritize effectively. Collaborative mindset with a willingness to mentor and support team members. Professional demeanor and ability to interact with stakeholders at all levels. Experience delivering user training or creating user guides. Ability to contribute to internal knowledge base and documentation. Working Conditions Job is subject to lifting, moving and installing mechanical equipment up to 50 lbs. or more. Job is performed in a typical office environment, but is subject to time pressures and constraints, and is often dependent on input from others. Long hours are required periodically, and occasional overtime may be required. The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, qualifications and skills required of personnel so classified. The firm reserves the right to revise or modify this job description at any time. #J-18808-Ljbffr