User Support Analyst

Technical Support Analyst (Tier 2)Location: New York, NY – Midtown ManhattanWork Arrangement: Hybrid – 4 days onsite, 1 day remoteSchedule: Monday–Friday, 10:30 AM–7:00 PMSalary: Up to $100,000 annually + Overtime PayAbout the OpportunityWe are seeking an experienced Tier 2 Technical Support Analyst to join the IT team of a prestigious, global law firm in Midtown Manhattan.This position provides an opportunity to deliver high-level, white-glove technical support to attorneys and business professionals in a fast-paced, professional environment. The ideal candidate will have prior experience supporting users within a law firm, strong troubleshooting capabilities, and a customer-service-oriented approach.You will work closely with a collaborative team of experienced technical support professionals, providing both in-person and remote assistance across a broad range of hardware, software, and technology-related issues.This role offers a hybrid schedule with one remote day per week, competitive compensation, overtime opportunities, and potential travel to other U.S. offices.Key ResponsibilitiesProvide Level II technical support to attorneys, executives, and business professionals, both onsite and remotely.Troubleshoot escalated hardware, software, mobile device, and connectivity issues.Respond to and resolve support tickets escalated from the Level I Service Desk.Support Windows and Mac laptops, Microsoft 365 applications, and iOS/Android mobile devices.Troubleshoot VPN, Citrix, VoIP, and network connectivity issues.Provide technical support for meetings, presentations, video conferencing, and client events.Assist with PC upgrades, workstation configurations, operating system deployments, and device setups.Support mobile device management and software deployment initiatives.Collaborate with senior technical support analysts and other IT teams to resolve complex technical issues.Assist with wireless networking initiatives and other IT projects as needed.Serve as a bridge between Level I and Level III support teams and provide Service Desk coverage when necessary.Deliver exceptional, white-glove customer service in a professional legal environment.Required QualificationsPrior experience providing white-glove technical support within a law firm is required.5+ years of professional IT/technical support experience, or 2+ years with a bachelor's or master's degree.Minimum 2 years of experience providing escalated Level II technical support.High school diploma or equivalent required.Strong troubleshooting experience with:Windows and Mac laptops/desktops.Microsoft 365 / Office 365 applications.iPhones, Android devices, and mobile technology.VPN and Citrix remote access solutions.VoIP and video conferencing systems.Network connectivity and general troubleshooting.Experience working with IT ticketing systems.Excellent communication, problem-solving, and customer service skills.Ability to interact professionally with attorneys, senior leadership, and business professionals.Ability to work onsite four days per week in Midtown Manhattan and accommodate the 10:30 AM–7:00 PM schedule.Preferred QualificationsExperience with Microsoft Intune and Litera (highly preferred).Experience with ServiceNow or similar IT service management platforms.Familiarity with legal document management systems such as iManage or NetDocuments.Experience supporting Adobe Acrobat.Experience with Microsoft SCCM for operating system deployment.Mobile Device Management (MDM) experience.CompTIA A+, ITIL, or Microsoft Office certifications.Why Consider This Opportunity?Hybrid flexibility: Work remotely one day per week, a valuable benefit for a hands-on technical support position.Competitive compensation: Salary up to $100K, with paid overtime opportunities.Collaborative environment: Join an established IT support team with experienced colleagues and dedicated leadership.Professional growth: Gain exposure to enterprise technology, complex troubleshooting, and specialized legal applications.Global exposure: Collaborate with IT professionals across multiple offices, with potential travel opportunities.Stable schedule: Monday–Friday, with no regular weekend shift requirements.