Tech Service Desk Lead - Hybrid IT Support & AV

WFB Ashurst Perkins Coie US LLP; New York (NY); Hybrid; USD 82,000 - 128,000; Full time

Benefits offered by this job

Annual discretionary bonus

401(k) plan

Medical insurance

Dental insurance

Vision insurance

PTO 20 days annually

Parental leave

Up to 10 paid holidays

Family care benefits

Job summary

Ashurst Perkins Coie US LLP is seeking a Technology Service Analyst to join the Service Desk in a hybrid New York environment. You will deliver responsive technical support to lawyers and professionals, manage incidents, and support meetings and events with AV and IT coordination.

The role requires 3+ years of experience, strong Windows and Microsoft 365 skills, and the ability to communicate effectively in a fast-paced legal setting.

Qualifications

• 3+ years of technical support experience or equivalent knowledge of business technology environments.
• Strong knowledge of Microsoft Windows, Microsoft 365, Outlook, Teams, and common enterprise productivity applications.
• Experience supporting audiovisual systems, videoconferencing platforms, conference rooms, and technology for high-profile meetings and events.
• Strong troubleshooting, problem-solving, customer service, and communication skills.
• Advanced knowledge of computer hardware, Windows operating systems, enterprise applications, and peripherals.
• Basic LAN/WAN troubleshooting skills and experience working with technical documentation and vendor resources.

Responsibilities

• Provide timely technical support through phone, email, Webex, ticketing system, and in-person interactions.
• Troubleshoot hardware, software, operating systems, applications, and basic network issues; elevate complex incidents as needed.
• Own incidents from intake through resolution, maintaining clear documentation and user communication.
• Manage IT asset deployment, inventory, recovery, and disposal while maintaining accurate records.
• Support local conference rooms, audiovisual equipment, meetings, and events in partnership with AV and Office Services teams.
• Coordinate and deliver technology training for new lawyers and business professionals.
• Provide technology support for firmwide meetings, events, office openings, moves, and other strategic initiatives that may require travel.
• Support IT projects through planning, documentation, status tracking, and communication with stakeholders.
• Identify opportunities to improve the technology experience and stay current with emerging technologies.

Skills

Customer focus

Troubleshooting

Documentation

Prioritization

Tools

Windows

Microsoft 365

Outlook

Teams

AV equipment

Video conferencing

SCCM

Job description

Ashurst Perkins Coie US LLP is seeking a Technology Service Analyst to join the Service Desk in a hybrid New York environment. You will deliver responsive technical support to lawyers and professionals, manage incidents, and support meetings and events with AV and IT coordination.

The role requires 3+ years of experience, strong Windows and Microsoft 365 skills, and the ability to communicate effectively in a fast-paced legal setting.