Technical Support Analyst

About the role

The role delivers technical support to attorneys and staff across the firm. You maintain technology hardware and software so business tasks can proceed without disruption. You act as the first line of defense, diagnosing and resolving technical issues quickly to keep productivity high. This position requires a blend of technical aptitude and interpersonal skills to translate complex problems into clear solutions. You will serve as a reliable point of contact for end users who depend on stable technology. Success in this role means minimizing downtime and ensuring the firm's technology infrastructure remains resilient. You will use structured methods to analyze problems and implement fixes that prevent future recurrences. The position is critical to maintaining the seamless operation of legal workflows and client service delivery.

Key facts

What you'll do

End-user issues are received by phone, email, or in person and resolved quickly on the first contact whenever possible.

Problems that cannot be solved remotely may require an onsite desktop visit for analysis, software changes, hardware installation, and application configuration.

Requests and resolutions are recorded in the firm's ticketing and knowledge base system so that decisions and actions are documented.

When issues exceed your scope, you escalate them to the appropriate IT team member for further handling.

You maintain desktop equipment so that systems remain stable and anticipate potential problems.

Weekend support is provided on a rotating schedule outside standard business hours, and technicians must be flexible to cover all shifts.

You work with vendors to coordinate repairs or upgrades of desktop hardware and software.

Office moves and equipment relocations are performed as required.

You verify that all hardware and software installations comply with the firm's security policies and licensing requirements.

You assist in the testing and deployment of new software updates and patches to ensure minimal disruption to users.

You monitor system performance and user feedback to identify recurring issues and recommend improvements to support processes.

You provide step-by-step guidance to non-technical staff to help them navigate common software and hardware challenges.

You manage inventory and asset tracking for desktop devices, peripherals, and associated accessories.

You contribute to the continuous improvement of documentation so that support procedures remain accurate and useful.

Requirements

A college degree is required for the position.

Technical school or relevant certifications are preferred qualifications.

Three or more years of IT experience is a plus for this role.

The ability to move efficiently through the office to reach individual user desks is necessary.

You must communicate clearly to both technical staff and non-technical end users.

Fine attention to detail supports analysis, priority setting, and decision making.

Strong organizational and time management skills are needed to succeed in a fast-paced, demanding environment.

You can learn new technologies and methodologies and become proficient quickly.

Occasional travel to remote offices may be required as part of this role.

Advanced knowledge of Microsoft Office 365 is desired.

Experience setting up and troubleshooting iPhone, iPad, and Android devices is helpful.

Experience with Aderant, iManage, SharePoint Online, Power Automate, Intune, and PDQ Deploy is preferred but not required.

In-depth knowledge of the firm's software applications extends into advanced features.

Experience troubleshooting desktop computers, laptop hardware, and imaging is required.

You can take written and oral instruction and work effectively within a team.

You adhere to the firm's work rules, procedures, and standards.

Practical notes

The role operates in a hybrid environment with in-person, remote, and on-call expectations. Technicians must cover all shifts, including weekends, when team members are absent. Typical interview steps

Analyst interviews often include a SQL or spreadsheet exercise, a case question, and behavioral rounds. Candidates may be asked to analyze a dataset, define a metric, or estimate an outcome. Presenting findings clearly is tested as often as the analysis itself. Interviewers often test speed and clarity with a timed exercise. Explaining what the numbers mean, not just what they are, is the differentiator.

Good to know

Technical support roles focus on keeping systems available for professional service teams.

Desktop hardware, mobile devices, and office software form the core toolset for this position.

Documentation and knowledge base practices help teams sustain consistent support.

IT projects and vendor coordination support ongoing improvements to infrastructure.

Clear communication bridges technical and non-technical audiences.