Hybrid IT Support Analyst – Legal Firm (On/Remote)

Withersworldwide; Penshaw; Hybrid; GBP 38,000 - 62,000; Full time

Job summary

Withersworldwide is seeking an IT Support Analyst to join the US IT Support team, primarily based in New Haven with on-site and hybrid responsibilities. You will handle 1st/2nd line support, manage Office 365, iManage, Elite 3E and other legal software, and support AV setups for meetings.

The role requires at least three years of law-firm experience, strong problem-solving, and the ability to work independently and as part of a proactive team.

Qualifications

• Must have at least three years of experience in a law firm environment.
• Experience supporting Audio Visual conferences using Logitech Rally Bar and Cisco equipment.
• Able to train and assist with MS Office 365 questions and other firm software.

Responsibilities

• Answer the Global IT Service Desk telephone and deal with first/second line calls, providing deskside assistance as appropriate.
• Support the Microsoft Office 365 suite, Mimecast, iManage and other legal software.
• Log calls in the Service Desk ticketing system (TOPdesk) and ensure incidents are escalated appropriately.
• Build and support laptops, desktops, printers and mobile devices.
• Meet with all new hires and set up their remote access technology needs.
• Administer the hardware and software inventory and onboarding/offboarding.
• Assist with the setup of conference rooms and video conferencing equipment.
• Assist the Global IT Systems team with on-site server/network switch related tasks.
• Correctly diagnose PC, laptop and printer hardware faults and liaise with 3rd party engineers.
• Provide desk side assistance and on-site coverage as needed; travel to other US offices as required.

Skills

Windows 11 Pro

Active Directory

Exchange Online

Microsoft Office 365

IT Help Desk

VPN and Citrix

Mobile Device Management (Intune)

2FA (Duo)

Hardware Troubleshooting

Tools

TOPdesk

iManage Work

Litera

Elite 3E

Webview

Job description

Withersworldwide is seeking an IT Support Analyst to join the US IT Support team, primarily based in New Haven with on-site and hybrid responsibilities. You will handle 1st/2nd line support, manage Office 365, iManage, Elite 3E and other legal software, and support AV setups for meetings.

The role requires at least three years of law-firm experience, strong problem-solving, and the ability to work independently and as part of a proactive team.