Information Technology Support Analyst

Serve as the primary Helpdesk point of intake by answering incoming IT support calls, emails, ServiceNow tickets, and other support requests; provide timely, professional, and customer-service-focused assistance; and ensure each request is addressed directly or escalated appropriately Use AI tools such as Microsoft Copilot, Harvey AI, Claude, and similar platforms to improve support, documentation, and knowledge sharing Identify and pilot AI, automation, reporting, and self-service improvements that reduce repetitive work and create a more consistent support experience Create and update how-to guides, training materials, videos, and user communications, including materials that help users adopt new tools and workflows Work onsite, in person, five days per week in the firm’s Midtown Manhattan office and support the firm’s in-office technology needs Maintain flexibility to work morning or afternoon shifts, overtime as needed, and a rotating after-hours on-call schedule Handle approximately 10-20 Helpdesk requests per day while providing prompt, professional, and courteous support Document, update, and track ServiceNow tickets from intake through resolution, ensuring accurate notes and timely follow-up Support attorneys, staff, and administrative teams in a Microsoft-based environment Provide first-level support for hardware, software, connectivity, remote access, collaboration tools, and firm applications Set up and support in-person and virtual meetings using Zoom, Microsoft Teams, and conference room technology Install, troubleshoot, and maintain desktops, laptops, printers, peripherals, and related systems Support remote access tools, including Citrix and VPN, along with the Microsoft 365 environment Assist with IT projects, technology rollouts, process improvements, and documentation efforts Coordinate with senior IT team members, vendors, and external Helpdesk partners as needed