Junior Technical Support Analyst

HERRICK FEINSTEIN LLP•New York, NY

21h•$50,000 - $55,000•Onsite

About The Position

This is an on-site role in our mid-town Manhattan office. Looking to start your IT career off on the right foot in a dynamic team environment? Herrick, Feinstein LLP (a 200+ user law firm in New York City) is seeking a skilled, motivated and customer-service focused individual to join our team as a junior technical support analyst. This role offers hands-on experience across a diverse range of technologies while providing essential end-user support throughout the firm.

Requirements

Bachelor’s degree in a technical field or relevant helpdesk/desktop support experience required.
Experience with Microsoft Windows, Office 365, and a solid understanding of computer hardware and networking.
Must be passionate about technology, comfortable and proficient with computers and an active learner who is eager to absorb new concepts.
Strong troubleshooting and problem-solving skills, with the ability to quickly identify, analyze, and resolve technical issues across hardware, software, and networks. Uses a systematic approach to find solutions and deliver effective support to end users.
Excellent interpersonal, customer service and written/oral communication skills. Communicate clearly, respectfully, and confidently with end users and team members, asking clarifying questions when information is incomplete. Always respect users’ time and deliver a white-glove experience that ensures exceptional service. Must be proactive, adaptable, and comfortable engaging with users of varying technical skill levels.
Capacity to work efficiently under pressure with minimal supervision. Ability to independently assess when to troubleshoot versus when to escalate issues appropriately.
Demonstrates consistent and reliable attendance, communicates promptly and professionally regarding any schedule changes or delays, and adapts flexibly to overtime and temporary schedule adjustments.
Independently utilizes all available resources and documentation managed by our team, such as solutions within our ticketing system and documentation in our notebooks and Team site.
Must be available for after-hours support after regular business hours and weekends approximately two weeks per month.
Diligently adhere to all established IT policies and procedures
Flexible to provide coverage from our satellite office in Newark, NJ approximately once per month.

Responsibilities

Respond promptly to telephone calls, tickets, emails, Teams messages, walk-ins and other requests for technical and audio-visual support.
Install, configure and troubleshoot hardware. This includes performing setups, repairs and management of computers, monitors, docks, peripherals, printers, mobile devices, AV systems and other hardware including timely setups for new hires and maintaining an up-to-date fleet of hot spares, loaners, standalone laptops and other devices.
Identify, research, resolve or properly escalate technical problems related to software applications.
Perform level 1 administrative tasks in different systems (e.g. Office 365 Admin Center, MDM, Email Gateway/Archive, Document Management System, etc.) This includes user account administration including timely onboarding/offboarding tasks, maintaining firm distribution lists and access requests.
Document, track and monitor all requests, ensuring a timely and well documented resolution from start to finish. Create, log, track, and maintain a ticket (in our ITSM system) for every request and task, with complete and accurate documentation of diagnostics, actions taken, resolution details, and user communications.
Review tickets daily (both assigned and open queue) to ensure accurate notes, timely status updates and next steps. Ensure all open tickets are clearly documented and handed off appropriately during planned PTO/absences.
Completing miscellaneous IT projects and tasks in a timely manner, providing regular status updates and clear communication of any delays or dependencies
Assist with inventory control, maintaining and updating spreadsheets, including verifying shipping orders, coordinating equipment shipments or returns, or assisting with product deliveries with the mail center.
Completing daily and weekly team checklists for the assigned shifts
Proactively support the firm’s information security and compliance efforts, including data loss prevention activities, threat identification (e.g., phishing), and user awareness.