IT Support Analyst

Seeking a full-time IT Support Analyst to join our team in our Washington, D.C. office. This full-time role is part of a broader transformation aimed at enhancing user-facing technology support, streamlining operations, and embedding AI-driven efficiencies. The ideal candidate will have a strong background in applications and device support, excellent multitasking abilities, advanced problem-solving skills, and a proactive approach to delivering exceptional service in a dynamic, multilingual, and AI-enhanced environment. You will report directly to the IT Service Manager and play a key role in supporting our firm’s commitment to innovation, operational excellence, and client centricity. Key Responsibilities Provide comprehensive support for applications including Microsoft Office, Document Management Systems (e.g., iManage), and other legal software. Deliver technical support for Windows 11, Azure Virtual Desktop, and mobile devices (phones/tablets). Support software deployment and troubleshooting via the Company Portal and Intune. Promote chat-first support to enable AI-assisted triage, dynamic translation, and faster resolution. Leverage AI tools (e.g., Microsoft Copilot, Customer Experience Tools such as NexThink) for ticket triage, troubleshooting, knowledge base generation and proactive support. Collaborate with infrastructure teams to support self-service and request automation services. Participate in weekly service desk meetings and provide status updates. Set up and support Teams, Cisco WebEx, and other A/V conferencing systems, especially for complex client-facing meetings. Assist with Wi-Fi connectivity and other client technology needs. Create and maintain technical documentation and knowledge base articles. Install, troubleshoot, and administer MS Authenticator and other security tools. Participate in the department’s on-call rotation to provide remote, after-hours support. Contribute to the development and promotion of the Tech Hub as the go-to point for in-office support. Assist with technology requests such as helping clients connect to Wi-Fi and connecting Microsoft Teams meetings in conference rooms. Provide clerical and administrative support, as needed. Perform other duties and projects as assigned. Qualifications Your experience 2-3 years of IT support experience in a professional services environment; law firm experience preferred. Bachelor's degree in computer science preferred, High School Degree or equivalent required. Certifications in Microsoft applications, ITIL, or related fields are a plus. Proficiency with computer hardware, Apple devices, scanners, and printers. Experience with Windows 11, Azure Active Directory, and Intune. Experience with Cisco Webex and other A/V conferencing systems and tools. Strong knowledge of Office 365, SharePoint, Adobe Acrobat, and Document Management Systems. Availability to work remote, after-hours support on a rotating basis. Demonstrated enthusiasm for learning and using new technologies. Excellent customer service, communication, and interpersonal skills. Strong documentation, research, and analytical abilities. Ability to prioritize tasks in a fast-paced environment. Experience with legal technology tools such as Litera Transact, High Q or Docusign is a plus. Embrace a multi-disciplinary support model, balancing time between Tech Hubs and video conferencing support for interactive client calls. Prioritize customer service attitude over deep technical specialization, while collaborating with technically skilled colleagues as needed. Work closely with Local Technology Advisors (LTAs) to support advanced technologies and ensure smooth handover of maturing tools. Stay current with emerging AI technologies and trends relevant to IT support and end-user services. Evaluate and recommend AI solutions to improve service desk operations and user experience. Guide and train end-users on effective use of AI tools embedded in productivity suites (e.g., Microsoft 365 Copilot). Standard hours are 8:00am - 4:00pm ET. Flexibility to work outside the core business hours including overtime and weekends as needed. Must be able to adhere to and comply with the Firm's Agile Working Policy which requires employees to work from the office at least four days each calendar week. Must be independently and legally authorized to work in the United States. Physical demands Ability to sit or stand for extended periods. Must be able to lift and transport items up to 75 pounds, including computers and peripherals. Manual dexterity to operate computers, tools, and related equipment. #J-18808-Ljbffr