IT Analyst

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

Job summary

Arnold & Porter is an international law firm seeking two experienced IT Analysts for its Denver and Washington, DC offices. The role provides second-level technical support for desktops, laptops, mobile devices, printers, and productivity applications in a hybrid work setting.

Responsibilities include image, deploy, and maintain equipment; coordinate with IT teams and vendors; manage asset inventory; and support onboarding/offboarding.

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.
• Relevant 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 Windows operating systems and Microsoft 365 applications (Outlook, Word, Excel, PowerPoint).
• Experience with remote support tools (BeyondTrust) and IT service management platforms (ServiceNow) and endpoint management tools (SCCM).
• Experience supporting Adobe Acrobat, Nuance PDF, iManage, and other common legal industry applications.
• Familiarity with modern browsers (Edge, Chrome, Firefox).
• Ability to support iOS and Android devices, IP phones, VPN connectivity, and wireless across Windows, Mac, and mobile.
• Strong customer service, communication, organization, time-management, and project-management skills.

Responsibilities

• Provide responsive hardware and software support in a hybrid work environment.
• Serve as a second-level escalation point for Help Desk issues and SLAs.
• Deliver deskside and remote support for devices and peripherals.
• Image, configure, deploy, and maintain technology equipment and software.
• Collaborate with IT teams and vendors to resolve advanced issues.
• Maintain incident documentation and asset inventory in ITSM and asset tools.
• Support onboarding/offboarding activities and equipment lifecycle.
• Monitor tickets, follow up, and communicate resolution status.
• Assist with procurement, deployment, and inventory management.
• Participate in IT projects and continuous improvement initiatives.

Skills

Desktop support

Customer service

Communication

Troubleshooting

Time management

Education

Associate degree in Information Technology or related field

Tools

BeyondTrust

ServiceNow

SCCM

iManage

Adobe Acrobat

Nuance PDF

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.
• Relevant 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.
• Familiarity with modern web browsers, including Microsoft Edge, Google Chrome, and Mozilla Firefox.
• 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.