Information Technology Support Analyst

Duties and Responsibilities:
Check you match the skill requirements for this role, as well as associated experience, then apply with your CV below.
• Serve as the primary Helpdesk point of intake, answering IT support calls, emails, ServiceNow tickets, and other requests, and ensuring each one is resolved directly or escalated appropriately• Handle approximately 10–20 Helpdesk requests per day with prompt, professional, and courteous support• Document, update, and track ServiceNow tickets from intake through resolution, with accurate notes and timely follow-up• Provide first-level support for hardware, software, connectivity, remote access, collaboration tools, and firm applications• Install, troubleshoot, and maintain desktops, laptops, printers, peripherals, and related systems• Support remote access tools, including Citrix and VPN, as well as the Microsoft 365 environment• Set up and support in-person and virtual meetings using Zoom, Microsoft Teams, and conference room technology• Use AI tools such as Microsoft Copilot, Harvey AI, Claude, and similar platforms to improve support, documentation, and knowledge sharing• Identify and pilot AI, automation, reporting, and self-service improvements that reduce repetitive work and create a more consistent support experience• Create and update how-to guides, training materials, videos, and user communications that help users adopt new tools and workflows• Assist with IT projects, technology rollouts, process improvements, and documentation efforts• Coordinate with senior IT team members, vendors, and external Helpdesk partners as needed
Qualifications:• Strong customer service skills required; prior IT Helpdesk, desktop support, or end-user support experience, or at least 1 year of professional IT support experience, preferred• Experience supporting users in a Microsoft-based environment, including Windows, Microsoft 365, Outlook, Teams, and SharePoint• Experience with Zoom and Microsoft Teams required; conference room or audio/visual support experience preferred• Experience with iManage, Microsoft Intune, Power BI, ServiceNow, Active Directory, or Microsoft Endpoint Configuration Manager a plus• Experience in a legal, professional services, or similar business environment preferred• Familiarity with AI applications (such as Microsoft Copilot, Harvey AI, and Claude), or a strong willingness to learn them• AI-first mindset, xzbcwsv with the curiosity and initiative to improve support delivery, documentation, training, reporting, and repeatable Helpdesk processes• Sound judgment to resolve issues directly or escalate appropriately in a high-volume Helpdesk environment• Strong attention to detail, with the ability to manage multiple requests, prioritize effectively, and follow through to resolution• Self-motivated and dependable, able to work independently while contributing to a collaborative IT team• Ability to work on-site, in person, five days per week in the Midtown Manhattan office• Flexibility to work morning or afternoon shifts, overtime as needed, and an after-hours on-call rotation (approximately one week per month)• Bachelor’s degree preferred; equivalent experience will be considered