Tier 2 IT Support Analyst - Hybrid, White-Glove Legal Tech

1872 Consulting; New York (NY); Hybrid; USD 60,000 - 100,000; Full time

Benefits offered by this job

Hybrid schedule

Overtime opportunities

Travel to other offices

Job summary

1872 Consulting is seeking an experienced Tier 2 Technical Support Analyst to join the IT team of a prestigious, global law firm in Midtown Manhattan. You will deliver high-level, white-glove technical support to attorneys and business professionals, handling in-person and remote assistance across hardware, software, and connectivity.

This role offers a hybrid schedule with one remote day per week, competitive compensation up to $100,000 annually plus overtime opportunities, and potential travel

Qualifications

• Prior experience providing white-glove technical support within a law firm.
• 5+ years of professional IT/technical support experience, or 2+ years with a bachelor’s or master’s degree.
• Minimum 2 years of experience providing escalated Level II technical support.
• Strong troubleshooting experience with Windows and Mac laptops/desktops.
• Experience with Microsoft 365 / Office 365.
• Experience with VPN and Citrix remote access solutions.
• Experience with VoIP and video conferencing systems.
• Experience using IT ticketing systems.
• Excellent communication, problem-solving, and customer service skills.
• Ability to work onsite four days per week in Midtown Manhattan and accommodate the 10:30 AM–7:00 PM schedule.

Responsibilities

• Provide Level II technical support to attorneys, executives, and business professionals onsite and remotely.
• Troubleshoot escalated hardware, software, mobile device, and connectivity issues.
• Respond to and resolve tickets escalated from the Level I Service Desk.
• Support Windows and Mac laptops, Microsoft 365, and iOS/Android devices.
• Troubleshoot VPN, Citrix, VoIP, and network connectivity issues.
• Assist with meetings, presentations, and video conferencing support.
• Assist with PC upgrades, workstation configurations, and OS deployments.
• Collaborate with senior IT staff to resolve complex issues.
• Assist with wireless networking initiatives and other IT projects.

Skills

White-glove support

Troubleshooting

Communication

Customer service

Professionalism

Education

High school diploma or equivalent

Bachelor’s or Master’s degree (preferred)

Tools

Windows

MacOS

Microsoft 365

VPN

Citrix

VoIP

Video conferencing

IT ticketing system (ServiceNow)

Intune (preferred)

Job description

1872 Consulting is seeking an experienced Tier 2 Technical Support Analyst to join the IT team of a prestigious, global law firm in Midtown Manhattan. You will deliver high-level, white-glove technical support to attorneys and business professionals, handling in-person and remote assistance across hardware, software, and connectivity.

This role offers a hybrid schedule with one remote day per week, competitive compensation up to $100,000 annually plus overtime opportunities, and potential travel