Location: NYC
Industry: Legal / IT Support
Employment Type: 2 Fulltime Roles 830-430pm and 10-6pm shift
About the Role
This is a fantastic opportunity to gain hands-on experience at a top-tier law firm and learn about their unique IT environment. As a 1st Line IT Service Desk Analyst, you will serve as the first point of contact for staff and clients experiencing technical issues.
Key Responsibilities
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Serve as the first line of support via phone, email, or self-service portal.
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Troubleshoot and resolve a wide range of IT issues, minimizing the need for escalation.
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Log, track, and manage support tickets in line with standard procedures.
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Escalate unresolved problems to appropriate IT teams when needed.
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Communicate clearly and professionally with users, management, and technical teams.
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Collaborate with team members to deliver consistent and exceptional IT support.
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Maintain a professional, client-focused approach at all times.
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Follow IT processes to ensure high-quality service and security compliance.
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Meet task deadlines and service-level targets consistently.
Required Qualifications
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Minimum 3 years of experience in a Service Desk or IT Support role.
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Law firm experience is a plus.
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Experience handling support calls and using a ticketing system.
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Familiarity with:
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iManage Work
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Windows 10
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Apple iOS
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Microsoft Office 365 (Teams, OneDrive, Outlook, etc.)
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Remote support tools such as SCCM and TeamViewer
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Active Directory
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Strong communication and interpersonal skills.
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Ability to remain calm under pressure and manage competing priorities.
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Customer-focused, flexible, and collaborative mindset.
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Ability to work independently and as part of a team.
Benefits
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Competitive salary and benefits package
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Opportunity to work for a leading global law firm
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Supportive and collaborative work culture
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Exposure to modern technologies and enterprise-level IT systems