Technical Support Analyst

Technical Support Analyst

We are looking for a strong Technical Support Analyst to join a Service Desk team. This role supports a globally recognized, full-service law firm known for handling high-stakes litigation, complex transactions, regulatory matters, and cross-border disputes for leading companies and financial institutions. With a strong footprint across major U.S. legal markets and key international hubs in Europe and South America, the firm operates at the intersection of law, business, and global commerce. Its practices are consistently top-ranked by Chambers, The Legal 500, Benchmark Litigation, and Lawdragon, with attorneys frequently recognized among the leading litigators and dealmakers worldwide—making it an ideal environment for professionals who want exposure to sophisticated matters, elite legal talent, and work that truly moves the needle.

This role can sit remotely near Chicago, IL, New York, NY, Washington, DC, Los Angeles, CA, San Francisco, CA, Silicon Valley (Redwood City), CA, Dallas, TX, Houston, TX, Miami, FL, and Charlotte, NC. The role will be mostly remote, with the occasional in-office meeting. The shifts will be Monday - Fridays.

The role will provide technical support and service with a high degree of customer service, technical expertise, and primary understanding of the law firm environment and associated applications. Ensure customer satisfaction with services rendered.

Key Responsibilities

• Serve as the first point of contact for Information Services support via MS Teams telephony and email, delivering a high-quality customer experience.
• Troubleshoot and resolve hardware and software issues across Microsoft 365, remote connectivity, networking, security, mobile devices (Intune), iManage, Adobe, and related applications.
• Use advanced troubleshooting techniques, including remote access, to diagnose issues, identify root causes, and implement effective solutions.
• Communicate clearly and professionally with both technical and non-technical users; provide timely updates and thorough documentation.
• Achieve service targets, including 85% first-contact resolution (FCR).
• Manage and resolve assigned tickets within the incident tracking system, ensuring accurate records and knowledge documentation.
• Identify recurring issues and trends; proactively recommend improvements or training opportunities.
• Participate in team training, knowledge sharing, project work, and provide backup support as needed.
• Support new technology rollouts by assisting and training end users.

Compensation: $18-20/hr. Exact compensation may vary based on several factors, including location, skills, experience, and education. Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.