End User Support Analyst

Role Overview

Own Tier 2 desktop and end-user support across Windows workstations, Microsoft 365, enterprise applications, mobile devices, peripherals, networking, and conference room technology. This role combines desk-side and remote troubleshooting, technical setup for meetings and offsite events, user account support, hardware coordination, and cross-functional issue resolution with a strong focus on service quality and timely communication.

Key Responsibilities

• Provide advanced Tier 2 technical support for Windows desktops, laptops, operating systems, business applications, peripherals, printers, multifunction devices, and specialized hardware.
• Troubleshoot Microsoft 365, mobile devices, software, hardware, connectivity, and workstation issues through resolution.
• Deliver desk-side, remote, and onsite technical support with a professional, customer-focused approach.
• Manage, update, and document service tickets in ServiceNow or a similar IT service management (ITSM) platform.
• Provide end-user guidance and training on hardware, software, applications, and technology processes.
• Create, modify, and maintain user accounts across enterprise systems.
• Diagnose connectivity issues involving local area networks (LAN), wide area networks (WAN), Wi-Fi, virtual private networks (VPN), Domain Name System (DNS), and basic network infrastructure.
• Support conference room technology, audiovisual (AV) equipment, video conferencing systems, presentations, meetings, trials, and offsite events.
• Assist with temporary or offsite technology infrastructure, including routers, switches, and servers.
• Coordinate hardware deployments, workstation upgrades, equipment moves, and new-hire technology setups.
• Partner with internal IT teams, vendors, and application owners to resolve escalated technical issues.
• Participate in IT projects, infrastructure support activities, and technology improvement initiatives.
• Manage competing priorities, maintain clear communication with end users, and take ownership of technical problems through resolution.
• Provide schedule flexibility, overtime, and offsite support as needed.

Core Qualifications & Requirements

• 2+ years of experience in end-user support, desktop support, service desk, or IT support.
• Strong hands-on Windows operating system, PC hardware, software, and troubleshooting experience.
• Working knowledge of Microsoft 365, common enterprise applications, and ticketing or ITSM platforms.
• Familiarity with LAN/WAN, Wi-Fi, VPN, DNS, and basic server and networking concepts.
• Excellent communication, customer service, interpersonal, organizational, and problem-solving skills.
• Ability to work independently, manage competing priorities, and remain professional under pressure.
• Ability to lift up to 25 pounds.
• Flexibility to work overtime, adjust schedules, and provide offsite technical support when needed.

Nice-to-Have Qualifications

• 4–5 years of hands-on PC hardware and software support experience.
• Experience supporting macOS in addition to Windows.
• Background supporting attorneys, executives, or other high-demand professional users.
• Prior law firm or professional services experience.
• Experience supporting conference room AV systems, video conferencing, trials, presentations, and offsite events.

Core Technical Skills

• Windows desktop support, PC hardware, laptop support, operating systems, peripherals, printers, and multifunction devices
• Microsoft 365, enterprise applications, mobile devices, user accounts, and application support
• ServiceNow, ITSM, service desk, ticket management, incident tracking, and technical documentation
• LAN, WAN, Wi-Fi, VPN, DNS, routers, switches, servers, and basic networking
• Conference room AV, audiovisual equipment, video conferencing, meeting technology, and remote support

Career Impact

Make a direct impact by keeping critical technology, professionals, meetings, and business operations running smoothly through responsive Tier 2 support and dependable technical ownership.

Compensation and Benefits

• Base salary of $71,000–$100,000, depending on experience
• Potential discretionary bonus and applicable overtime compensation
• Medical, dental, vision, life, and disability insurance
• Retirement benefits, including employer profit-sharing contributions
• Paid time off, holidays, and parental leave
• Professional development and continuing education reimbursement
• Employee wellness programs and family support benefits

Apply Today!

Apply today to bring your technical expertise, customer service focus, and end-user support experience to a high-impact IT team.