Technical Support Analyst

Pay : $19-22/hour

Length : 6-month contract to hire

*Healthcare benefits starting day 1 through Insight Global

Shift : Saturday-Tuesday, 8:00 AM–7:00 PM EST (1 hour lunch break - 40 hour week total). you are off Wednesday, Thursday, Friday

Required Skills & Experience

- 1-3+ years of IT experience

- troubleshooting experience with MS Office Suite and solid knowledge of hardware and software

- hands-on ticketing system experience (ServiceNow, Remedy, etc)

- Mobile device support (iOS, Android)

- Microsoft and Mac OS experience

- High school diploma required, College Degree preferred.

- Must be available and willing to work overtime, which may include evenings, weekends and holidays as the Firm determines is necessary or desirable to meet its business needs.

Nice to Have Skills & Experience

- Law firm background

- hands-on experience with iManage, intapp, etc

- IT certifications

Job Description

We are looking for a strong Technical Support Analyst to join a Service Desk team supporting Saturday–Tuesday, 8:00 AM–7:00 PM EST (1 hour lunch break - 40 hour week total). This role supports a globally recognized, full‑service law firm known for handling high‑stakes litigation, complex transactions, regulatory matters, and cross‑border disputes for leading companies and financial institutions. With a strong footprint across major U.S. legal markets and key international hubs in Europe and South America, the firm operates at the intersection of law, business, and global commerce. Its practices are consistently top‑ranked by Chambers, The Legal 500, Benchmark Litigation, and Lawdragon, with attorneys frequently recognized among the leading litigators and dealmakers worldwide—making it an ideal environment for professionals who want exposure to sophisticated matters, elite legal talent, and work that truly moves the needle.

This role can sit remotely near Chicago, IL, New York, NY, Washington, DC, Los Angeles, CA, San Francisco, CA, Silicon Valley (Redwood City), CA, Dallas, TX, Houston, TX, Miami, FL, and Charlotte, NC. The role will be mostly remote, with the occasional in office meeting. Saturday–Tuesday, 8:00 AM–6:00 PM EST. The role will provide technical support and service with a high degree of customer service, technical expertise, and primary understanding of the law firm environment and associated applications. Ensure customer satisfaction with services rendered.

Key Responsibilities

• Serve as the first point of contact for Information Services support via MS Teams telephony and email, delivering a high‑quality customer experience.
• Troubleshoot and resolve hardware and software issues across Microsoft 365, remote connectivity, networking, security, mobile devices (Intune), iManage, Adobe, and related applications.
• Use advanced troubleshooting techniques, including remote access, to diagnose issues, identify root causes, and implement effective solutions.
• Communicate clearly and professionally with both technical and non‑technical users; provide timely updates and thorough documentation.
• Achieve service targets, including 85% first‑contact resolution (FCR).
• Manage and resolve assigned tickets within the incident tracking system, ensuring accurate records and knowledge documentation.
• Identify recurring issues and trends; proactively recommend improvements or training opportunities.
• Participate in team training, knowledge sharing, project work, and provide backup support as needed.
• Support new technology rollouts by assisting and training end users.