Information Technology Support Analyst

Syntagma Group; New York (NY); Vor Ort; USD 55.000 - 75.000; Vollzeit

Zusammenfassung

Syntagma Group seeks a customer-service-focused IT Support Analyst for a permanent, on-site role in Midtown Manhattan. You will act as the primary Helpdesk intake, triaging and resolving or escalating requests, while leveraging AI tools to improve support and knowledge sharing.

You will support attorneys, staff, and administrators in a Microsoft-based environment. Responsibilities include handling 10–20 requests daily, maintaining ServiceNow records, and coordinating with senior IT staff and

Qualifikationen

• Customer-focused IT Helpdesk role in a fast-paced professional services environment.
• Experience with AI tools and knowledge management is a plus.
• Willingness to work onsite five days per week in Midtown Manhattan.

Aufgaben

• Answer and triage IT support requests via calls, emails, and tickets.
• Utilize AI tools to improve support documentation and knowledge sharing.
• Create user guides and training materials for new tools and workflows.
• Set up and support meetings using Zoom and Teams; support in-person and virtual meetings.
• Provide first-level hardware and software support in a Microsoft-based environment.
• Document ticket progress from intake to resolution in ServiceNow.

Kenntnisse

Customer service

Helpdesk experience

AI tools familiarity

Microsoft 365

Windows support

Ausbildung

Bachelor’s degree

Tools

ServiceNow

Citrix

VPN

Zoom

Microsoft Teams

Jobbeschreibung

Seeking a highly motivated, customer-service-focused IT Support Analyst for a permanent role. This position is ideal for a technology professional with strong customer service skills, Helpdesk exposure, or at least one year of professional IT support experience, who brings an AI-first mindset and is interested in using AI, automation, knowledge management, and improved workflows to make IT support more proactive, efficient, and user-friendly. The analyst will serve as the primary Helpdesk point of intake, responsible for answering, acknowledging, triaging, resolving, or escalating incoming IT support requests while providing timely, professional, and responsive assistance. This role requires onsite, in-person work five days per week in the firm’s Midtown Manhattan office, flexibility to work morning or afternoon shifts, and availability for overtime and after-hours on-call support as needed. The analyst will support attorneys, paralegals, administrative assistants, and staff with responsive, high-quality end-user support in a fast-paced professional services environment. Responsibilities will include hardware, software, connectivity, remote access, collaboration tools, firm applications, documentation, process improvement, and project support in a Microsoft-based environment.

Essential Job Functions

• 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

Minimum Qualifications

• Familiarity with AI applications, or a strong willingness to learn tools such as Microsoft Copilot, Harvey AI, Claude, and similar platforms
• AI-first mindset, with the curiosity and initiative to improve support delivery, documentation, training, reporting, and repeatable Helpdesk processes
• Ability to work onsite, in person, five days per week in the firm’s Midtown Manhattan office
• Flexibility to work morning or afternoon shifts, overtime as needed, and to participate in the after-hours on-call rotation approximately one week per month
• Strong customer service skills required; prior IT Helpdesk, desktop support, end-user support, or at least 1 year of professional IT support experience preferred
• Experience in a legal, professional services, or similar business environment preferred
• Sound judgment to resolve issues directly or escalating appropriately in a high-volume Helpdesk environment
• Experience supporting users in a Microsoft-based environment, including Windows, Microsoft 365, Outlook, Teams, SharePoint, and related collaboration tools
• Experience with Zoom and Microsoft Teams required; conference room or audio/visual support experience preferred
• Experience with iManage, Microsoft Intune, Power BI, SharePoint, ServiceNow, Active Directory, or Microsoft Endpoint Configuration Manager a plus
• Strong attention to detail, with the ability to manage multiple requests, prioritize effectively, and follow through to resolution
• Self-motivated, dependable, and able to work independently while contributing to a collaborative IT team
• Bachelor’s degree preferred; equivalent experience will be considered