Technology Support Analyst II

Technology Support Analyst II

As a Technology Support Analyst II, you will play a critical role in keeping employees connected, productive, and supported through reliable desktop, laptop, mobile, and conference technology services. Working across a modern technology environment, you'll troubleshoot and resolve technical issues, support collaboration tools, assist with conference and event technology, and partner with technical teams to ensure a seamless user experience.

This role is ideal for a driven problem solver who combines strong technical expertise with excellent communication skills, sound judgment, and a commitment to outstanding customer service. The position requires full-time, on-site support and participation in firm-wide maintenance activities, including occasional overtime during technology deployments and maintenance windows.

• Provide End-User Support: Diagnose, troubleshoot, repair, maintain, and upgrade desktop and laptop hardware, software, and related technologies.
• Resolve Technical Issues: Assess user-reported problems, apply effective troubleshooting methodologies, and drive issues to resolution through direct support or appropriate escalation.
• Support Microsoft Technologies: Maintain and troubleshoot Microsoft Windows 11, Microsoft 365 (M365), OneDrive, and other business-critical applications.
• Manage Remote Access Solutions: Support remote computing environments, including Citrix XenDesktop and secure connectivity tools.
• Support Mobile Technology: Configure and troubleshoot Apple iOS devices, including iPhones and iPads.
• Assist with Network Connectivity: Troubleshoot wired and wireless network-related issues affecting user productivity.
• Support Voice Technologies: Provide assistance with Voice over Internet Protocol (VoIP) phone systems and related communication technologies.
• Own and Manage Service Requests: Accurately document incidents, service requests, and resolutions using ServiceNow while following ticket ownership and service delivery standards.
• Create and Maintain Documentation: Document solutions, procedures, best practices, and technical discoveries to support knowledge sharing and operational excellence.
• Collaborate Across Teams: Partner with technical teams and colleagues to resolve complex issues and improve support processes.
• Support Conference & Meeting Technology: Set up, troubleshoot, and maintain audio, video, and presentation technologies in conference rooms and event spaces.
• Enable Hybrid Collaboration: Configure and support Zoom, WebEx, and Microsoft Teams meetings, events, and remote collaboration experiences.
• Manage Audiovisual Equipment: Set up projectors, screens, microphones, speakerphones, sound systems, and video conferencing equipment.
• Support Conference Center Operations: Assist with the day-to-day technology needs of conference rooms and event spaces to ensure successful meetings and presentations.
• Participate in Technology Rollouts: Follow established procedures, quality controls, and project checklists while supporting technology deployments and upgrades.
• Provide On-Call Support: Participate in maintenance windows, on-call rotations, and occasional after-hours support as business needs require.

What You’ll Bring

• Education & Certifications: Degree, diploma, or technical qualification in Computer Science or a related field preferred. CompTIA A+ and/or Microsoft certifications are highly desirable.
• Relevant

Experience

• 3 to 4 years of experience supporting end-user technology in a professional services environment; law firm experience is a plus.
• Desktop Support Expertise: Strong knowledge of desktop computing environments, hardware and software troubleshooting, operating systems, and peripheral devices.
• Microsoft Technology

Skills

• Experience supporting Windows 11, Microsoft 365, Exchange Online, Microsoft Teams, OneDrive, Microsoft Authenticator, and Microsoft Entra multifactor authentication solutions.

• Endpoint & Device Management: Experience supporting Mobile Device Management (MDM), System Center Configuration Manager (SCCM), encryption technologies, and endpoint security tools.

• Service Management Knowledge: Familiarity with ticketing platforms, particularly ServiceNow, and a strong commitment to process-driven support.

• Collaboration & Communication: Excellent written and verbal communication skills with the ability to explain technical concepts clearly to non-technical users.

• Customer-Focused Mindset: Strong interpersonal skills and a commitment to delivering a positive, professional support experience.

• Research & Problem-Solving: Strong analytical thinking, troubleshooting abilities, and the initiative to research solutions using internal and external resources.

• Adaptability & Teamwork: Ability to manage competing priorities, remain flexible in high-pressure situations, and contribute positively within a collaborative team environment.

• If you're passionate about delivering outstanding technology support, solving complex problems, and helping professionals stay productive, we’d love to hear from you for this Technology Support Analyst I opportunity!