User Support Analyst

Technical Support Analyst (Tier 2)

Location: New York, NY – Midtown Manhattan

Work Arrangement: Hybrid – 4 days onsite, 1 day remote

Schedule: Monday–Friday, 10:30 AM–7:00 PM

Salary: Up to $100,000 annually + Overtime Pay

About the Opportunity

We are seeking an experienced Tier 2 Technical Support Analyst to join the IT team of a prestigious, global law firm in Midtown Manhattan.

This position provides an opportunity to deliver high-level, white-glove technical support to attorneys and business professionals in a fast-paced, professional environment. The ideal candidate will have prior experience supporting users within a law firm, strong troubleshooting capabilities, and a customer-service-oriented approach.

You will work closely with a collaborative team of experienced technical support professionals, providing both in-person and remote assistance across a broad range of hardware, software, and technology-related issues.

This role offers a hybrid schedule with one remote day per week, competitive compensation, overtime opportunities, and potential travel to other U.S. offices.

Key Responsibilities

• Provide Level II technical support to attorneys, executives, and business professionals, both onsite and remotely.
• Troubleshoot escalated hardware, software, mobile device, and connectivity issues.
• Respond to and resolve support tickets escalated from the Level I Service Desk.
• Support Windows and Mac laptops, Microsoft 365 applications, and iOS/Android mobile devices.
• Troubleshoot VPN, Citrix, VoIP, and network connectivity issues.
• Provide technical support for meetings, presentations, video conferencing, and client events.
• Assist with PC upgrades, workstation configurations, operating system deployments, and device setups.
• Support mobile device management and software deployment initiatives.
• Collaborate with senior technical support analysts and other IT teams to resolve complex technical issues.
• Assist with wireless networking initiatives and other IT projects as needed.
• Serve as a bridge between Level I and Level III support teams and provide Service Desk coverage when necessary.
• Deliver exceptional, white-glove customer service in a professional legal environment.

Required Qualifications

• Prior experience providing white-glove technical support within a law firm is required.
• 5+ years of professional IT/technical support experience, or 2+ years with a bachelor's or master's degree.
• Minimum 2 years of experience providing escalated Level II technical support.
• High school diploma or equivalent required.
• Strong troubleshooting experience with:
• Windows and Mac laptops/desktops.
• Microsoft 365 / Office 365 applications.
• iPhones, Android devices, and mobile technology.
• VPN and Citrix remote access solutions.
• VoIP and video conferencing systems.
• Network connectivity and general troubleshooting.
• Experience working with IT ticketing systems.
• Excellent communication, problem-solving, and customer service skills.
• Ability to interact professionally with attorneys, senior leadership, and business professionals.
• Ability to work onsite four days per week in Midtown Manhattan and accommodate the 10:30 AM–7:00 PM schedule.

Preferred Qualifications

• Experience with Microsoft Intune and Litera (highly preferred).
• Experience with ServiceNow or similar IT service management platforms.
• Familiarity with legal document management systems such as iManage or NetDocuments.
• Experience supporting Adobe Acrobat.
• Experience with Microsoft SCCM for operating system deployment.
• Mobile Device Management (MDM) experience.
• CompTIA A+, ITIL, or Microsoft Office certifications.

Why Consider This Opportunity?

• Hybrid flexibility: Work remotely one day per week, a valuable benefit for a hands-on technical support position.
• Competitive compensation: Salary up to $100K, with paid overtime opportunities.
• Collaborative environment: Join an established IT support team with experienced colleagues and dedicated leadership.
• Professional growth: Gain exposure to enterprise technology, complex troubleshooting, and specialized legal applications.
• Global exposure: Collaborate with IT professionals across multiple offices, with potential travel opportunities.
• Stable schedule: Monday–Friday, with no regular weekend shift requirements.