Information Technology Support Analyst

 Serve as the primary Helpdesk point of intake by answering incoming IT support calls, emails, ServiceNow tickets, and other support requests; provide timely, professional, and customer-service-focused assistance; and ensure each request is addressed directly or escalated appropriately

 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, including materials that help users adopt new tools and workflows

 Work onsite, in person, five days per week in the firm’s Midtown Manhattan office and support the firm’s in-office technology needs

 Maintain flexibility to work morning or afternoon shifts, overtime as needed, and a rotating after-hours on-call schedule

 Handle approximately 10-20 Helpdesk requests per day while providing prompt, professional, and courteous support

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

 Support attorneys, staff, and administrative teams in a Microsoft-based environment

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

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

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

 Support remote access tools, including Citrix and VPN, along with the Microsoft 365 environment

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

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