Senior IT Analyst — Desktop & End-User Support

Arnold & Porter; Washington (District of Columbia); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Arnold & Porter is seeking two experienced IT Analysts in Washington, DC and Denver to provide high-quality second-level hardware and software support for desktops, laptops, mobile devices, printers, and productivity applications. You will diagnose complex issues, coordinate with IT teams and vendors, and help with device lifecycle management in a hybrid work environment.

The role requires five years of hands-on desktop support, strong Windows and Microsoft 365 skills, and familiarity with ITSM

Qualifications

• Associate degree in Information Technology or related field, or equivalent education/experience.
• Minimum of five years of hands-on desktop support in a professional services or fast-paced environment.
• Certifications such as CompTIA A+ or Microsoft endpoint management preferred.
• Familiarity with law firm technology, applications, and workflows preferred.
• Strong Windows & MS 365 knowledge including Outlook, Word, Excel, PowerPoint.
• Experience with BeyondTrust, ServiceNow, SCCM.
• Experience supporting Adobe Acrobat, Nuance PDF, iManage and other legal apps.
• Familiarity with modern browsers (Edge, Chrome, Firefox).
• Ability to support iOS/Android devices, IP phones, VPN, and wireless across platforms.
• Strong customer service and communication skills; able to explain technical issues clearly.
• Excellent organization, time management, and project management abilities.
• Sound judgment and discretion with confidential information.

Responsibilities

• Provide second-level hardware and software support in a hybrid environment.
• Escalate via Help Desk while maintaining high user satisfaction.
• Deliver deskside and remote support for PCs, printers, phones, and mobile devices.
• Image, configure, deploy, and maintain equipment and software.
• Collaborate with IT teams and vendors to resolve advanced issues.
• Maintain incident documentation and asset inventory.
• Assist onboarding/offboarding and lifecycle management.
• Monitor tickets and ensure timely follow-up and resolution.
• Assist with hardware procurement and inventory management.
• Participate in IT projects and continuous improvement initiatives.

Skills

Desktop support

Windows & Microsoft 365

Remote support

ITSM

Customer service

Communication

Problem solving

Education

Associate degree in Information Technology

Tools

BeyondTrust

ServiceNow

SCCM

iManage

Adobe Acrobat

VPN

Job description

Arnold & Porter is seeking two experienced IT Analysts in Washington, DC and Denver to provide high-quality second-level hardware and software support for desktops, laptops, mobile devices, printers, and productivity applications. You will diagnose complex issues, coordinate with IT teams and vendors, and help with device lifecycle management in a hybrid work environment.

The role requires five years of hands-on desktop support, strong Windows and Microsoft 365 skills, and familiarity with ITSM