IT Support Analyst

JPC Partners; Philadelphia (Philadelphia County); On-site; USD 42,000 - 64,000; Full time

Job summary

JPC Partners seeks a Level 1 IT Support Analyst in Philadelphia to assist attorneys and staff with Windows 11, Microsoft 365, Outlook, Teams, and devices across desktops, laptops, and mobile platforms.

Ideal candidates have 2–5 years of hands-on IT support experience, strong troubleshooting skills, and a customer-first approach. Law firm experience is a plus but not required; on-call coverage may be needed.

Qualifications

• Minimum 2–5 years of hands-on IT support experience.
• Experience supporting Windows 10/11, Microsoft 365, Outlook, and common desktop apps.
• Experience supporting desktops, laptops, printers, and mobile devices in a business environment.
• Familiarity with Active Directory and Azure AD administration.
• Basic networking and VPN troubleshooting knowledge.
• Experience using IT help desk ticketing systems.
• Strong communication, problem-solving, and customer service skills.
• Ability to explain technical issues to nontechnical users.

Responsibilities

• Provide Level 1 support to end users, troubleshooting hardware, software, network, and application issues.
• Support Windows 11, Microsoft 365 apps, Outlook, Teams, and business applications.
• Troubleshoot desktops, laptops, printers, monitors, and mobile devices.
• Assist with password resets, account access, connectivity issues, and Azure AD administration.
• Provide support for remote access technologies including Citrix and VPN.
• Troubleshoot Teams/Zoom meetings and conference room tech.
• Install, configure, deploy, and maintain IT equipment.
• Support firm-issued mobile devices and applications.
• Log and track support requests in the help desk system.
• Escalate complex issues to senior staff while keeping users informed.
• Assist with hardware inventory, moves, and workstation setup.
• Create/update user documentation and troubleshooting guides.
• Participate in on-call support coverage.

Skills

Customer service

Troubleshooting

Windows 10/11

Microsoft 365

Active Directory/Azure AD

VPN connectivity

Communication

Prioritization

On-call support

Education

Associate's or Bachelor's degree in Information Technology or related field

Tools

Ticketing system

Microsoft Intune

Job description

JPC Partners is seeking a Level 1 IT Support Analyst to join a well-established professional services organization in Philadelphia. This is an excellent opportunity for an IT support professional who enjoys solving technical problems, helping people, and building their technical expertise in a collaborative, fast-paced environment. The ideal candidate has 2–5 years of hands-on IT support experience, strong troubleshooting skills, and a customer-first approach. You'll work directly with attorneys and business professionals, supporting Microsoft technologies, desktops, laptops, mobile devices, and business-critical applications. Experience working in a law firm or professional services environment is a plus, but not required.

What You'll Be Doing

• Provide Level 1 technical support to end users, troubleshooting hardware, software, network connectivity, and application issues.
• Support Windows 11, Microsoft 365 applications, Outlook, Teams, and other business applications.
• Troubleshoot desktops, laptops, monitors, printers, mobile devices, and related peripherals.
• Assist users with password resets, account access, connectivity issues, and basic Active Directory / Microsoft Entra ID (Azure AD) administration.
• Provide support for remote access technologies, including Citrix and VPN connections.
• Troubleshoot Microsoft Teams and Zoom meetings, including audio/video equipment and conference room technology.
• Install, configure, deploy, and maintain computers, printers, and other IT equipment.
• Support firm-issued iPhones, Android devices, and mobile applications.
• Log, track, update, and resolve support requests through the help desk ticketing system.
• Escalate more complex technical issues to senior IT team members while maintaining communication with end users.
• Assist with hardware inventory, equipment replacements, office moves, and workstation setups.
• Create and update user documentation, troubleshooting guides, and support procedures.
• Participate in scheduled on-call support coverage as needed.

What We're Looking For

Required Qualifications

• 2–5 years of experience in a Help Desk, Service Desk, Desktop Support, or IT Support role.
• Hands-on experience troubleshooting Windows 10/11, Microsoft 365, Outlook, and common desktop applications.
• Experience supporting desktops, laptops, printers, and mobile devices in a business environment.
• Familiarity with Active Directory, Microsoft Entra ID (Azure AD), and user account administration.
• Basic understanding of networking concepts, including TCP/IP, Wi-Fi, VPN, and network connectivity troubleshooting.
• Experience using an IT help desk ticketing system.
• Strong communication, problem-solving, and customer service skills.
• Ability to explain technical issues clearly to nontechnical users.
• Ability to prioritize multiple support requests while maintaining professionalism and attention to detail.

Preferred Qualifications – A Plus, Not a Requirement

• Previous IT support experience in a law firm or professional services environment.
• Experience with Microsoft Intune or other mobile device management tools.
• Familiarity with Citrix remote access environments.
• Experience supporting Aderant, iManage or other document management systems.
• Knowledge of Freshservice or similar IT service management platforms.
• Familiarity with Microsoft Exchange Online, cloud applications, and VoIP phone systems.
• Basic knowledge of cybersecurity best practices and security awareness.
• Microsoft certifications such as CompTIA A+, Microsoft 365, or related credentials.
• Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.