Information Technology Support Analyst

Duties and Responsibilities:

• Serve as the primary Helpdesk point of intake, answering IT support calls, emails, ServiceNow tickets, and other requests, and ensuring each one is resolved directly or escalated appropriately

• Handle approximately 10–20 Helpdesk requests per day with prompt, professional, and courteous support

• Document, update, and track ServiceNow tickets from intake through resolution, with accurate notes and timely follow-up

• Provide first-level support for hardware, software, connectivity, remote access, collaboration tools, and firm applications

• Install, troubleshoot, and maintain desktops, laptops, printers, peripherals, and related systems

• Support remote access tools, including Citrix and VPN, as well as the Microsoft 365 environment

• Set up and support in-person and virtual meetings using Zoom, Microsoft Teams, and conference room technology

• Use AI tools such as Microsoft Copilot, Harvey AI, Claude, and similar platforms to improve support, documentation, and knowledge sharing

• Identify and pilot AI, automation, reporting, and self-service improvements that reduce repetitive work and create a more consistent support experience

• Create and update how-to guides, training materials, videos, and user communications that help users adopt new tools and workflows

• Assist with IT projects, technology rollouts, process improvements, and documentation efforts

• Coordinate with senior IT team members, vendors, and external Helpdesk partners as needed

Qualifications:

• Strong customer service skills required; prior IT Helpdesk, desktop support, or end-user support experience, or at least 1 year of professional IT support experience, preferred

• Experience supporting users in a Microsoft-based environment, including Windows, Microsoft 365, Outlook, Teams, and SharePoint

• Experience with Zoom and Microsoft Teams required; conference room or audio/visual support experience preferred

• Experience with iManage, Microsoft Intune, Power BI, ServiceNow, Active Directory, or Microsoft Endpoint Configuration Manager a plus

• Experience in a legal, professional services, or similar business environment preferred

• Familiarity with AI applications (such as Microsoft Copilot, Harvey AI, and Claude), or a strong willingness to learn them

• AI-first mindset, with the curiosity and initiative to improve support delivery, documentation, training, reporting, and repeatable Helpdesk processes

• Sound judgment to resolve issues directly or escalate appropriately in a high-volume Helpdesk environment

• Strong attention to detail, with the ability to manage multiple requests, prioritize effectively, and follow through to resolution

• Self-motivated and dependable, able to work independently while contributing to a collaborative IT team

• Ability to work on-site, in person, five days per week in the Midtown Manhattan office

• Flexibility to work morning or afternoon shifts, overtime as needed, and an after-hours on-call rotation (approximately one week per month)

• Bachelor’s degree preferred; equivalent experience will be considered