Technical Support Analyst

HERRICK FEINSTEIN LLP•New York, NY

1d•$62,000 - $78,000•Onsite

About The Position

Herrick, Feinstein LLP (a 200+ user law firm in New York City) is seeking a skilled, motivated, and customer service focused Technical Support Analyst to join our Information Technology team. We are looking for someone who is passionate about technology, enjoys troubleshooting technical issues, and takes pride in delivering exceptional customer service. This hands-on role is an excellent learning opportunity, and you will be exposed to a diverse set of technologies while providing end user support across the firm. This is an on-site role in our midtown Manhattan office.

Requirements

Bachelor’s degree required, preferably in a technical field or with relevant helpdesk/desktop support experience.
A minimum of 2 years of experience supporting users within a Microsoft Windows/Microsoft Office environment and a solid understanding of computer hardware and basic networking principles.
Must be passionate about technology, comfortable and proficient with computers and an active learner who is eager to absorb new concepts.
Excellent troubleshooting and problem-solving skills.
Resourceful.
Excellent interpersonal and customer service skills; deliver a white-glove experience that ensures exceptional service.
Strong written and verbal communication skills.
Ability to work well in a team environment.
Ability to work efficiently under pressure, often with minimal supervision.
Flexibility with overtime and/or temporary schedule changes a must.
Must be available for after-hours support after regular business hours and weekends approximately two weeks per month.
Must be available to provide coverage from our satellite office in Newark, NJ approximately once per month.

Nice To Haves

Experience in a professional services environment preferred.

Responsibilities

Respond promptly to telephone calls, tickets, emails, Teams messages, walk-ins and other requests for technical and audio-visual support.
Analyze, identify, research, and resolve technical problems related to all applications.
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.
Effectively own and manage the ticketing queue, demonstrating efficiency, prioritization and triage, and proactive communication and follow-up.
Troubleshoot and perform hardware/software repairs and management of PC’s, laptops, printers, and mobile devices.
Install, inventory, and configure laptops, desktops, and related hardware and software.
Responsible for audio/video systems operation and maintenance.
Perform user account administration and departures.
Manage and maintain the firm distribution lists.
Proactively support the firm’s information security and compliance efforts, including data loss prevention activities, threat identification (e.g., phishing), and user awareness.