IT Analyst

Arnold & Porter Llp; Denver (CO); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Arnold & Porter Kaye Scholer LLP is seeking two experienced IT Analysts to provide second-level technical support in a hybrid environment for desktops, laptops, mobile devices, printers, and productivity apps. The role emphasizes timely resolution, collaboration with IT teams and vendors, and asset lifecycle management in Denver and Washington, DC.

The IT Analysts will diagnose complex issues, manage onboarding/offboarding, and ensure service levels while supporting hardware procurement and

Qualifications

• Associate degree in Information Technology or related field, or equivalent combination of education and experience.
• Minimum of five years of hands-on desktop support experience in a professional services or fast-paced environment.
• Certifications such as CompTIA A+ or Microsoft endpoint management certifications preferred.
• Familiarity with law firm technology, applications, and workflows preferred.
• Strong working knowledge of Windows OS and Microsoft 365 apps (Outlook, Word, Excel, PowerPoint).
• Experience with remote support tools (BeyondTrust); ITSM platforms (ServiceNow); and endpoint management tools (SCCM).
• Experience supporting Adobe Acrobat, Nuance PDF, iManage, and other common legal industry applications.
• Ability to support iOS/Android devices, IP phones, VPN connectivity, and cross-platform wireless connectivity.

Responsibilities

• Provide responsive, user-focused hardware and software support in a hybrid work environment.
• Serve as a second-level escalation point for Help Desk issues, ensuring SLAs and high user satisfaction.
• Deliver deskside and remote support for desktops, laptops, printers, phones, mobile devices, docking stations, and peripherals.
• Image, configure, deploy, and maintain technology equipment; install approved software and perform routine maintenance.
• Partner with Applications, Networking, Systems, and other IT teams, and external vendors to troubleshoot advanced issues.
• Maintain accurate incident documentation and asset inventory using ITSM and asset management tools.
• Support onboarding and offboarding activities, including equipment setup and lifecycle management.
• Monitor tickets and service requests, ensuring timely follow-up and resolution.
• Assist with hardware procurement, deployment, and inventory management.
• Participate in technology-related projects and continuous improvement initiatives.

Skills

Desktop support

Customer service

Communication

Hybrid work experience

Education

Associate degree in IT or related field

Tools

BeyondTrust

ServiceNow

SCCM

iManage

Adobe Acrobat

Job description

Arnold & Porter is an international law firm with offices across the United States, Europe, and Asia. The firm provides sophisticated regulatory, litigation, and transactional services to clients across a broad range of industries, including more than half of the Fortune 100.

Arnold & Porter is seeking two experienced, service-oriented IT Analysts to join our Washington, DC and Denver offices.

This role provides high-quality second-level technical support for a broad range of technology systems, including desktops, laptops, mobile devices, printers, and productivity applications.

The IT Analyst will diagnose and resolve complex technical issues, coordinate with internal IT teams and external vendors, and ensure timely resolution to minimize disruption to users. This position also supports hardware procurement, deployment, asset tracking, and device lifecycle management.

Key Responsibilities

• Provide responsive, user-focused hardware and software support in a hybrid work environment.
• Serve as a second-level escalation point for Help Desk issues, ensuring adherence to service-level agreements and a high level of user satisfaction.
• Deliver deskside and remote support for desktops, laptops, printers, phones, mobile devices, docking stations, and other peripherals.
• Image, configure, deploy, and maintain technology equipment; install approved software and perform routine maintenance.
• Partner with Applications, Networking, Systems, and other IT teams, as well as external vendors, to troubleshoot and resolve advanced technical issues.
• Maintain accurate incident documentation and asset inventory using IT service management and asset management tools.
• Support onboarding and offboarding activities, including equipment setup, recovery, and lifecycle management.
• Monitor assigned tickets and service requests, ensuring timely follow-up, communication, and resolution.
• Assist with hardware procurement, equipment deployment, and inventory management.
• Participate in technology-related projects and support continuous improvement initiatives.

Qualifications

• Associate degree in Information Technology or a related field, or equivalent combination of education and experience.
• Minimum of five years of hands-on desktop support experience in a professional services or similarly fast-paced environment.
• Releant technical certifications, such as CompTIA A+ or Microsoft endpoint management certifications, are strongly preferred.
• Familiarity with law firm technology, applications, and workflows is preferred.
• Strong working knowledge of current Windows operating systems and Microsoft 365 applications, including Outlook, Word, Excel, and PowerPoint.
• Experience with remote support tools, such as BeyondTrust; IT service management platforms, such as ServiceNow; and endpoint management tools, such as SCCM.
• Experience supporting Adobe Acrobat, Nuance PDF, iManage, and other common legal industry applications.
• Ability to support iOS and Android devices, IP phones, VPN connectivity, and wireless connectivity across Windows, Mac, and mobile platforms.
• Demonstrated ability to troubleshoot and maintain laptops, desktops, docking stations, printers, and related hardware.
• Strong customer service skills and a service-first approach to supporting users at all organizational levels.
• Excellent verbal and written communication skills, with the ability to explain technical issues clearly and professionally.
• Strong organizational, time-management, and project-management skills, with the ability to prioritize competing demands in a deadline-driven environment.
• Sound judgment, strong attention to detail, and a high level of discretion when handling confidential information.
• Self-motivated and able to work independently with minimal supervision.
• Demonstrated reliability, dependability, initiative, and a proactive approach to problem-solving.
• Ability to work flexible hours and occasional overtime, as business needs require.

The anticipated base salary for this position is $70,000 to $95,000. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job.

For benefits information, please click here https://www.arnoldporter.com/en/careers/professional-staff/benefits.

As a nonexempt position, this position is eligible for overtime.

The firm may provide a discretionary bonus annually.
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Arnold & Porter is an equal opportunityemployer that does not discriminate on the basis of race, color, creed, religion, national origin, sex, pregnancy and childbirth (including breastfeeding and related medical conditions), age, marital or partnership status, familial status, sexual orientation, gender, gender identity, gender expression, transgender, physical or mental disability, medical condition, family leave status, citizenship status, immigration status, ancestry, genetic information, military or veteran status, or any other characteristic protected by local, state or federal laws, rules or regulations. Our Firm's equal opportunity policy applies to all employment practices and terms and conditions, including, without limitation, recruitment, employment, assignment, training, compensation, benefits, promotions, disciplinary action and terminations. For purposes of the firm's Anti-discrimination and Anti-harassment Policies, the term "race" includes, without limitation, traits historically associated with race, including, but not limited to, hair texture and protective hairstyles, such as braids, locks, and twists.

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