End User Support Analyst

Job Description

A nationally recognized law firm is seeking a hands-on End User Support Analyst to deliver responsive, high-touch technology support for attorneys and professional staff in a demanding professional services environment.

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.

The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.