IT Help Desk Specialist – First‑Line Support

Proskauer Rose LLP; New York (NY); On-site; USD 65,000 - 85,000; Full time

Job summary

Proskauer Rose LLP in New York seeks an IT Help Desk Analyst to provide first-level support for computer, network, and phone systems. You will log incidents, manage requests, and ensure timely resolutions for a fast-paced legal environment.

Responsibilities include remote and on-site support, adherence to security policies, maintenance of knowledge base, and collaboration on IT projects. Ideal candidates have 2+ years in a similar role and strong customer service skills.

Qualifications

• Bachelor's degree in Computer Science or related field, or equivalent hands-on experience.
• 2+ years in IT Help Desk or End User Support in a fast-paced environment.
• Strong understanding of IT service operations, incident management, and support workflows.
• Experience with legal industry apps (iManage WorkSite, NetDocuments, Intapp) preferred.
• Familiarity with ITIL principles and ServiceNow or similar platforms.

Responsibilities

• Provide first-level technical support for firm computer, network, and phone systems.
• Log, categorize, and manage incident and service requests.
• Monitor and follow up on open tickets for prompt resolution.
• Deliver phone and remote support to firm personnel.
• Adhere to IT processes and security verification.
• Maintain knowledge base and identify recurring issues.
• Participate in projects and initiatives.

Skills

IT Help Desk

End User Support

Windows 11

Active Directory

Microsoft 365

Remote Support

Customer Service

Education

Bachelor's degree in Computer Science

Tools

ServiceNow

iManage WorkSite

NetDocuments

Intapp

Bomgar

Citrix

Relativity

VPN

Job description

Proskauer Rose LLP in New York seeks an IT Help Desk Analyst to provide first-level support for computer, network, and phone systems. You will log incidents, manage requests, and ensure timely resolutions for a fast-paced legal environment.

Responsibilities include remote and on-site support, adherence to security policies, maintenance of knowledge base, and collaboration on IT projects. Ideal candidates have 2+ years in a similar role and strong customer service skills.