IT Service Desk Analyst

Bradley • Tampa, FL

18h

About The Position

We are seeking a detail-oriented and customer-focused IT Service Desk Analyst to join our law firm’s technology team.
The ideal candidate will provide first-line technical support to attorneys, paralegals, and administrative staff, ensuring seamless operation of IT systems critical to legal practice.
This role requires excellent communication skills, a strong sense of urgency, and the ability to work in a fast-paced, confidential environment.

Requirements

• Minimum of two years of experience in a service desk or IT support role, preferably in a legal or professional services environment.
• Strong knowledge of Microsoft 365, Windows OS, and common desktop applications.
• Familiarity with legal technology tools (e.g., NetDocuments, Citrix, Intapp, Litera).
• Excellent problem-solving and communication skills with the ability to communicate at all levels of the firm.
• Ability to manage multiple priorities and work under pressure.
• Experience with ITIL practices and ticketing systems (e.g., ServiceNow).
• Standard office hours with occasional after-hours support.
• Must be able to lift and move IT equipment when necessary.

Nice To Haves

• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are desirable.

Responsibilities

• Serve as the first point of contact for all IT related issues via phone, email, and ticketing system.
• Troubleshoot and resolve hardware, software, and network issues across Windows and iOS environments.
• Support legal-specific applications such as the document management system (e.g., NetDocuments), timekeeping tools (e.g., Intapp Time), financial systems and a variety of proprietary practice specific tools.
• Escalate complex issues to appropriate IT teams while maintaining ownership and follow-up.
• Maintain accurate records of issues and resolutions in the service desk system.
• Assist with onboarding/offboarding of employees, including occasional equipment provisioning such as loaner laptops.
• Ensure compliance with firm-wide IT policies, data security protocols, and confidentiality standards.
• Provide remote and in-person support across multiple office locations as needed.
• Participate in IT projects and initiatives to improve service delivery and end user experience.
• Maintain and update KB articles.

Benefits

• Competitive salaries, commensurate with experience.
• Comprehensive benefits including medical, dental, vision, life, disability, and retirement.
• Professional development support, including CLE tracking and training programs.
• A collaborative, inclusive, and supportive culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed