Technology Support Analyst

Skadden, Arps...LLP; Boston (MA); Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health care

401(k) savings plan

Paid time off

Parental leave

Learning opportunities

Well-being programs

Job summary

Skadden seeks a Technology Support Analyst in Boston (hybrid) to deliver local and Citrix-based software support, hardware repairs, and AV setup. You will assist attorneys, manage remote site access, and coordinate with central technology teams to uphold security and service standards.

Ideal candidates bring strong customer service, robust problem‑solving abilities, and experience with Windows/Mac environments, NetDocuments, Outlook, and office productivity tools.

Qualifications

• High School diploma or equivalent required with related tech training/experience.
• Minimum of three years in related tech support with emphasis on hardware and software.
• Familiarity with firm software and security best practices.

Responsibilities

• Responds to local and central helpline, logs calls, supports tickets and emails.
• Provides application support for local installations and Citrix apps.
• Assembles, configures, tests and troubleshoots hardware and peripherals.
• Supports technology for attorneys and remote sites as needed.
• Maintains inventory, aids with on‑site tech setups and AV tasks.
• Ensures security practices and documents interactions in CRM systems.

Skills

Strong customer service

Multitasking

Communication skills

Education

High School diploma or equivalent

Equivalent mix of education and experience

Tools

Citrix

Windows

Mac environments

NetDocuments

iPhone & mobile devices

Litera ChangePro

Outlook

Excel

PowerPoint

Job description

Opportunity

We are seeking a Technology Support Analyst to join our firm. This position will be based in our Boston office (hybrid). The Technology Support Analyst provides technology support to the local office for areas including software, hardware, infrastructure, network services, mobile and remote services, audio‑visual, telephone and security systems. They provide a high level of customer service, accurate reporting and teamwork with other local technology professionals as well as the Firm's central resources in White Plains. Additionally, they work under the direction of Senior Technology Support Analyst, Technology Support Supervisor, Technology Manager, and Regional Technology Support Manager.

Responsibilities

• Responds to local and central telephone helpline, supports tickets and e‑mail, assesses problems and offers assistance, logs all calls into the Firm's call logging systems and resolves or escalates as appropriate.
• Provides application support for both local installations and Citrix‑based applications.
• Assembles, installs, configures, tests, images, troubleshoots and repairs hardware and peripherals—including computers, printers, scanners, mobile phones and Wi‑Fi capable devices, audio‑visual equipment and software, reprographic and cost‑recovery network interfaces, security network interfaces and other equipment and applications as required.
• Provides assistance and advice on technology allowance purchases for attorneys.
• Provides support, troubleshooting and repairs for laptops and desktops.
• Assists with remote site access.
• Assists with the Firm's audio‑visual set‑up requirements.
• Assists with off‑site technology set‑ups as required.
• Maintains data room components, data closets and troubleshoots networking issues in conjunction with the Technology Manager/Supervisor.
• Supports all personnel adds, moves and changes.
• Services, documents and provides loaner equipment in accordance with Firm policies.
• Maintains accurate inventory records.
• Establishes and maintains effective working relationships with clients, attorneys and business services professionals.
• Ensures the security of the Firm's systems by understanding the risks and ensuring best practices are followed.
• Helps to maintain Firm policies and procedures in relation to computer technology.
• Provides basic induction training on technology systems, mobile device usage and basic software usage.
• Provides software training based upon modules created by the global training department.
• Maintains a regular and reliable physical presence to manage others, meet with clients, use on‑site equipment and troubleshoot hardware and software.
• Provides a consistent and high level of customer service.
• Demonstrates effective interpersonal, written and verbal communication skills to facilitate effective work relationships with others.
• Performs frequent physical exertion—including walking, pushing, pulling, repetitive use of both hands, lifting or carrying up to 10 pounds frequently and up to 50 pounds on an occasional basis.
• Manages Firm resources responsibly.
• Complies with and understands Firm operation, policies and procedures.
• Performs other related duties as assigned.

Qualifications

• Thorough working knowledge of Microsoft Office Suite, Citrix, Windows and Mac environments, NetDocuments, iPhone and other mobile devices, DTE, Litera ChangePro, general desktop environments, and operating systems—Windows and Mac.
• Ability to apply logic, reasoning, analysis and interpretation skills to resolve problems.
• Ability to maintain continuous concentration, alertness and attention to detail.
• Basic understanding of hardware and software used for building security systems.
• Strong customer service skills.
• Knowledge of relevant Firm computer software programs (e.g., Outlook, Excel, PowerPoint), with the ability to learn new software and operating systems.
• Demonstrates effective interpersonal and communication skills, both verbally and in writing.
• Ability to handle multiple projects and shifting priorities.
• Ability to handle sensitive matters and maintain confidentiality.
• Ability to organize and prioritize work.
• Ability to work well in a demanding and fast‑paced environment.
• Ability to work well independently as well as effectively within a team.
• Flexibility to travel.
• Flexibility to adjust hours and work the hours necessary to meet operating and business needs.

Education and Experience

High School diploma or equivalent. Minimum of three years of related work experience, inclusive of two years of specialized technical training or an equivalent combination of education and experience, and knowledge of current technology applications, hardware, and software.

Culture & Life at Skadden

What makes Skadden special is our people and the culture, community and spirit of collaboration we have created. We believe in teamwork and inspiring each other to be our best in an atmosphere that promotes professionalism and excellence in all that we do. Inclusion and drawing on the strength of a wide spectrum of talent make us better and is vital to the firm's success. Our goal is for everyone at the firm to enjoy a challenging career with opportunities for development and growth and to support the well‑being of our attorneys and business services professionals.

Benefits

We offer generous benefits to help you achieve wellness in all areas of your life: competitive salaries and year‑end discretionary bonuses; comprehensive health care (medical, dental, vision), savings plan/401(k) and voluntary benefits; generous paid time off; paid leave options, including parental leave; in‑classroom, remote, and on‑demand learning and professional development opportunities; robust well‑being classes and programs; and opportunities to give back and make an impact in local communities. For further details, please visit https://www.skadden.com/careers/staff/employee-benefits.

Salary Details

$80,000 - $90,000

EEO Statement

Skadden is an Equal Opportunity Employer. It does not discriminate against applicants or employees based on any legally impermissible factor, including but not limited to race, color, religion, creed, sex, national origin, ancestry, age, alienage or citizenship status, marital or familial status, domestic partnership status, caregiver status, sexual orientation, gender, gender identity or expression, change of sex or transgender status, genetic information, medical condition, pregnancy, childbirth or related medical conditions, sexual and reproductive health decisions, disability, any protected military or veteran status, or status as a victim of domestic or dating violence, sexual assault or offense, or stalking. Applicants who require an accommodation during the application process should contact Alex Taylor at [phone]. In accordance with the Transparency in Coverage Rule, please review machine‑readable files made available by UnitedHealthcare: Transparency in Coverage.