Technical Support Analyst

JOB TITLE: Technical Support Analyst
DEPARTMENT: Information Technology
FLSA STATUS: Non-Exempt
REPORTS TO: IT Service Delivery Manager
SCHEDULE & HOURS: Monday – Friday On-Site (Alternates every other week)
Week 1: 5 days normal hours (8:00 AM – 4:00 PM)
Week 2: 4 days extended hours (8:00 AM - 6:00 PM) Typically with Monday/Friday off
* Shifts are fluid and you may be required to provide coverage which provides service from 8 AM until 7 PM*

ON-CALL: Required for two weeks each month (specific weeks assigned in advance).

Who is Herrick?

Herrick is a prominent New York City-based law firm providing a full range of legal services. As a powerhouse mid-size firm, we regularly advise many of the country's most preeminent legal matters, but our size allows us to maintain an enduring culture of collaboration. Our lawyers and staff enjoy their work and grow by working with each other - a fact that resonates with the results we achieve for our clients.

Job Summary:

This is an on-site role in our midtown Manhattan office.

Looking to continue your IT career 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 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.

Essential Duties and 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.
  

Education and Experience:

• Bachelor’s degree preferred, 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. Experience in a professional services environment preferred.