End User Support Analyst

As an End User Support Analyst, you’ll be on the front lines of our technology experience—troubleshooting applications and hardware, guiding issues from first report to full resolution, and making sure attorneys and staff have the tools they need to succeed. You’ll support everything from day-to-day tech needs to high-stakes offsite meetings and trial setups, working closely with IT teams, colleagues, and vendors across the firm. If you’re driven by collaboration, precision, and top-tier client service, this role puts you at the center of it all.

End User Support

• Provide advanced troubleshooting for desktop applications, operating systems, and hardware, using research tools and knowledge bases to resolve issues.
• Support desktops, laptops, peripherals, smartphones, printers/MFPs, and specialized hardware configurations such as dual monitors.
• Log, manage, and document support tickets, ensuring timely responses, clear communication, and user satisfaction throughout the resolution process.
• Deliver desk-side and virtual training on firm-standard and specialized hardware and software.
• Assist with user account creation, modification, and maintenance across firm systems in accordance with established procedures.
• Collaborate with IT teams, vendors, and application owners on complex issues; support infrastructure tasks, participate in projects, and adhere to change management protocols.
• Provides software/hardware support and troubleshooting for programs, meetings, trials, etc., working off-site as required.
• Provides setup and support of trial/off site infrastructure (routers, switches, and servers).
• Support and maintain conference room technology; schedule and monitor video/audio conferences; ensure seamless hardware setup for new hires and office moves; and assist with hardware upgrades, including equipment swaps and user communication.

ABOUT YOU

• 2+ years of end-user, service desk, or desktop support experience, with 4–5 years of PC hardware and software knowledge; Windows support experience required and macOS experience preferred.
• Working knowledge of Microsoft 365, common business applications, ServiceNow, and basic LAN/WAN, server, Wi-Fi, VPN, and DNS concepts.
• Law firm or professional services experience preferred.
• Strong customer service and communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Proactive, solution-oriented approach with strong accountability, ownership, independent judgment, and a focus on client satisfaction.
• Strong troubleshooting and problem-solving skills, with the technical aptitude to quickly learn new applications and technologies.
• Highly organized and detail-oriented, with the ability to follow instructions accurately, manage multiple priorities, and meet competing deadlines.
• Ability to work effectively in a fast-paced, service-oriented environment and remain professional under stressful or demanding client requirements.
• Reliable, dependable, and responsive, with flexibility to work overtime or adjust work schedules as needed.
• Ability to lift up to 25 pounds.