Our firm is committed to attracting and retaining professionals who value each other and the service we provide by embracing Teamwork, Collaboration, Client Service, and Innovation.  If you are a motivated professional looking for a long-term fit where you can grow in a role, and will be valued and empowered, then we invite you to apply to our On-Site IT Support Analyst in our New York office. 

This position is a full-time on site position.

The Position

This role provides on-site technology support to our attorneys and staff in an assigned office location. Acting as a resident technology support expert, it is expected for this role to properly troubleshoot and resolve hardware, software, and peripheral issues reported by all personnel working at that assigned office location. As a local representative of Wilson Elser’s national IT department, the ideal candidate thrives on working in a fast-paced, growing environment and has the ability to provide white-glove, concierge-level services while juggling multiple demands.

Key Responsibilities:

• Understand and execute standard operating procedures for imaging and deploying computer equipment for onboarding new hires.
• Collect and track equipment from departed end users following standardized asset tracking procedures.
• Provide support for video conferencing and related A/V on-site systems.
• Install, configure, and troubleshoot software, including document management, Microsoft office applications, remote conferencing tools, and financial systems.
• Coordinate user requirements with regional supervisors, management, and other IT teams.
• Build service-based relationships with the attorneys and staff, while utilizing exceptional customer service skills.
• Collaborate with other team members on tasks or requests, in an efficient and expeditious manner.
• Evaluate and record tickets for ongoing requests for new hardware, software installations, and incidents reported by end users within your assigned office.
• Adhere to organizational change management processes.
• Perform special duties, tasks, or projects, as required.

Qualifications

• Minimum 2 years in technical support on IT hardware, software, and desktop peripherals, including but not limited to:
  • Windows 10 & Windows 11 Operating Systems
  • Microsoft Office O365 with a strong acumen in Outlook
  • Desktop client v. web-based applications
  • Active Directory & Azure AD
  • Zoom Rooms & Microsoft Teams
  • Desktop Driver Controls
  • All-in-One Monitors
  • VPN, Remote Access, & Cloud Network Access
  • Virtual Desktop Environments and Functions
  • Cloud & On-Prem Telephony functions
  • Desktop imaging & BIOS controls
  • LAN and SD-WAN support

• Minimum 3 years working in ITSM and ITIL environments.
• Self-starter with the ability to manage own time effectively and work autonomously.
• Ability to lift and move items up to 50 lbs.
• Ability to travel throughout the region, if needed.
• Experience working in an environment that promotes active listening, transparency, and customer-centric service.
• Experience in system operations and/or administration a plus.
• Prior law firm experience a big plus.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Certifications in CompTIA A+, CompTIA Network+, or MCDST, HDI Support Center Analyst.
• ITIL4 certification preferred (in-house training is available).

Education

• Bachelor’s degree in Computer Science, Information Security, or other related field. Or equivalent work experience.
• Certifications in CompTIA A+, CompTIA Network+, or MCDST, HDI Support Center Analyst, or ITIL preferred but not required.