Job description

As an IT Support Analyst, you will be responsible for providing technical support for both software and hardware needs within a Citrix XenDesktop environment. Your key duties will include: • Software & Hardware Support: Resolve software-related issues for all firm-deployed applications, both remotely and in person. Troubleshoot and resolve problems with client workstations, laptops, and related hardware. • Document & Multimedia Conversion: Convert a range of documents and multimedia files (including zip files, unknown extensions, unsupported applications, etc.). • Virus & Malware Removal: Identify and remove harmful software such as viruses, spyware, and adware from desktop systems. • Printer Management: Oversee printer management, including resetting and clearing print jobs, installation, and back-end server support. • Vendor Coordination: Liaise with third-party vendors as needed to resolve technical issues. • Technology Testing: Test new and updated technology for stability before firm-wide deployment. • Self-Development: Continuously learn and adapt to new technologies as required by the organization. • Mobile Device Support: Provide technical support for firm-issued mobile devices (iPhones and iPads), including installation, configuration, and troubleshooting of the Mobile Device Management (MDM) platform. • Desk Phone & Voicemail Support: Support the firm's desk phone and voicemail systems, troubleshooting and resolving technical issues as needed. • End User Instruction: Provide clear guidance and support to end users across software, hardware, and systems. • Customer Service Excellence: Deliver exceptional service by adhering to department standards, ensuring timely responses to tickets, and following up on issues to ensure complete resolution. • Documentation: Assist in creating and updating technical documentation and internal resources, including the Footprints Knowledge Base. • Communication: Maintain effective communication with users regarding system outages, resolutions, and ongoing updates. Qualifications: • Experience: 3-5 years of experience in an IT support role. • Communication Skills: Excellent verbal and written communication skills, including professional telephone etiquette. • Organizational Skills: Strong ability to prioritize tasks and manage time effectively. • Problem-Solving: Exceptional troubleshooting and analytical skills. • Customer Service: Demonstrated dedication to delivering outstanding customer service. • Technical Proficiency: Proficiency with Microsoft Office and the ability to quickly learn new technologies as required. • Adaptability: Ability to remain calm and focused in a fast-paced environment and adapt to changing priorities. • Team Collaboration: Ability to work both independently and within a team, effectively communicating with all organizational levels. • Leadership: Ability to take the lead on projects, anticipate user needs, and make informed decisions when necessary. • Flexibility: Willingness to work remotely, travel between offices, and work on-call during off-hours, weekends, or holidays. • Law Firm Experience: Prior experience working in a law firm environment is a plus.

Requirements