Technical Support Analyst

Job Description

We are seeking a skilled and dedicated IT Technical Support Analyst to join our NY office team.  The ideal candidate will respond to, investigate and resolve software and hardware problems of computer users by performing the following duties.  They will work with the Service Desk and other IT technical support analysts in local offices to ensure requests are handled according to IT and firm standards.  Record all requests in the firm’s ticketing system and provide other status/information as requested by office and IT management.

Key Responsibilities (Other duties may be assigned as needed based on firm and technology changes.)

• Assist primarily with all technical support activities for the New York, Miami and Palm Beach offices.  May be asked to assist with technical support for other regional offices as needed.

• Provide timely and effective technical support to office staff, resolving hardware, software, and network issues.

• Install, configure, and maintain computer hardware, printers, and other peripheral devices.

• Perform regular maintenance on hardware, ensuring all systems operate efficiently and effectively.

• Troubleshoot and resolve any hardware-related issues, including desktop computers, laptops, mobile devices, and networking equipment.

• When necessary, perform software installations, troubleshoot and resolve software-related issues.

• Assist in setting up and supporting video conferencing systems and other IT-related office equipment.

• Assist with occasional one-on-one member training; serve as team contact and solution provider for members in the New York, Miami and Palm Beach offices.

• Initiate, monitor, complete and follow-through with all assigned and self-generated tickets.

• Image and build firm standard desktops and laptops per firm guidelines.

• Provide mobile device support services for mobile devices, including, but not limited to, iOS devices and Androids.

• Assist with documenting and maintaining hardware, printer, and mobile inventory and databases.

• Assist with telecom-related issues.

• Assist with LAN cabling, patching and troubleshooting; and able to perform instructions remotely from firmwide network engineers.

• Workstation and office set-ups and moves.

Education & Experience

• Minimum of 3 years of experience in IT technical support, with a focus on hardware troubleshooting and maintenance.

• Legal Support experience is desired.

• Possessing an A+ or a similar computer certificate or degree in computer sciences, is a plus.

Technical Skills

• A comprehensive knowledge of Windows 10/11, Microsoft Office and Teams is required.  Experience with macOS, iOS and Androids is highly desired.

• A working knowledge of legal applications, including document management systems, is preferred.

• Experience with utilizing ticketing and asset management systems, such as ServiceNow is desired.

• Experience with Mobile Device Management (MDM) is highly desired.

• An understanding of printers and remote access tools are required.

• Familiarity with IP-based telecommunications, network troubleshooting and basic configurations is required.

• Understanding and hands-on experience with audio/visual set ups (laptop connectivity, videoconferencing and teleconferencing set ups) is a plus.

Additional Skills

• Customer service is paramount in this role. The candidate should have a desire to provide excellent customer service.

• Excellent organizational skills, customer service and desk side support skills are required.

• The successful candidate must be self-motivated and possess a high attention to detail.

• Must also possess excellent interpersonal, critical thinking and time management skills, as well as excellent oral and written communication skills.

• Physical Requirements of the Position

• This position requires the ability to lift up to 50 pounds individually or assist in the lifting of large parcels.

• Must not possess any condition that would inhibit the ability to bend, squat, or crawl under desks in order to service IT equipment.

Work Conditions

• Primarily office-based with occasional travel to remote sites for IT support.  The successful candidate must be willing and able to travel to and work temporarily in other offices for brief periods of time, to domestic and international offices. 

• This position involves overtime and/or shifts that may include late evenings, weekends or corporate holidays when necessary.

New York Pay range for this role, with final offer amount dependent on skillset and experience, is $60k - $65k.

Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer.

If you require an accommodation in order to apply for a position, please contact us at PillsburyWorkday@pillsburylaw.com.