Desktop Support Analyst

Salary Range Target: $70,000 – $90,000 Base Salary 

Company Background

A globally recognized litigation firm serving high-profile clients across financial services, investigations, and international disputes. The firm is known for its cross-border expertise, innovative strategies, and collaborative culture. With offices in major financial centers worldwide, the firm offers a high-performance, client-focused environment supported by a skilled business services team that ensures technology runs seamlessly and securely.

Job Description

Our client is seeking a resourceful and service-driven Desktop Support Analyst to join the IT team in their New York office. This individual will provide hands-on and remote technical support across a wide range of platforms and devices, including desktops, laptops, mobile devices, telephony, and video conferencing tools. The ideal candidate will bring deep troubleshooting skills, customer service orientation, and adaptability to support a fast-paced, global legal environment.

Responsibilities

• Provide daily technical support to attorneys and staff, both in-office and remote, across global locations
• Troubleshoot desktop/laptop systems, printers, mobile devices, and collaboration tools
• Resolve issues across Windows OS, Microsoft 365, VPN, Citrix, and Active Directory environments
• Set up and manage user accounts, permissions, and device imaging using tools like Intune Administer mobile device management and resolve mobile hardware/software issues
• Support Slack, video conferencing systems, and audio/visual meeting setups
• Handle hardware upgrades, maintenance, and peripheral support
• Maintain accurate service documentation and ticketing records using ITSM tools
• Onboard new hires with tech setup and conduct basic training sessions
• Stay current with new IT processes and technologies; contribute to IT knowledge base
• Escalate and communicate issues clearly to senior IT leadership as needed

Requirements

• 3–5 years of desktop support experience, preferably within a law firm or professional services setting
• Strong knowledge of Microsoft 365 apps, Windows OS, iManage, and collaboration platforms
• Hands-on experience with Active Directory, Citrix, Intune, and endpoint imaging tools Excellent troubleshooting, multitasking, and communication skills
• Ability to explain complex technical issues to non-technical users
• Professional, calm, and responsive under pressure
• Willingness to work flexible hours, participate in an on-call rotation, and provide off-hour support
• Strong customer service focus and team-oriented mindset