Job Description
Job DescriptionWe are looking for an experienced Help Desk/Desktop Support Analyst to provide hands-on technical support for a growing legal services environment. This Long-term Contract opportunity is ideal for someone who thrives on resolving escalated user issues, supporting modern Microsoft technologies, and delivering high-quality service to an end-user base. The role will focus on Tier 2 and Tier 3 support across desktop systems, collaboration tools, document management platforms, and cloud-based environments while contributing to a developing service desk function.
Responsibilities:
• Resolve escalated support requests passed from the Tier 1 service desk, investigating issues thoroughly and driving them to completion.
• Provide technical assistance for Windows 11, Microsoft 365, and Azure Virtual Desktop environments used across the organization.
• Support legal document management applications such as iManage or NetDocuments, including troubleshooting user access and document-related issues.
• Assist end users with Zoom and Microsoft Teams meeting technology, including audio visual and conferencing support.
• Diagnose account access problems, perform password-related support, and address a wide range of day-to-day desktop and application issues.
• Contribute to backup, disaster recovery, and business continuity activities by assisting with technical tasks and support needs.
• Monitor logs, identify system performance or server capacity concerns, and escalate or remediate issues as appropriate.
• Participate in the growth of the service desk by helping onboard users, supporting office expansion efforts, and strengthening operational support processes.• At least 5 years of IT support experience, including Tier 2 and Tier 3 troubleshooting responsibilities.
• Prior experience providing technical support within a law firm or legal services environment.
• Strong working knowledge of Windows 11, Microsoft 365, and Microsoft Azure, including Azure Virtual Desktop.
• Hands-on experience supporting iManage or NetDocuments in a detail-oriented setting.
• Ability to support Zoom and Microsoft Teams, including end-user conferencing and AV-related issues.
• Comfortable handling both straightforward help desk requests and more complex escalated technical problems.
• Excellent communication skills with a detail-oriented, patient, and service-oriented approach to user support.