Information Technology Help Desk Analyst

Summary: Wiggin and Dana LLP is a law firm seeking an experienced IT Help Desk Analyst responsible for providing reliable technical support to legal staff. This role serves as the primary contact for IT issues, ensuring technology systems are available and efficient for legal operations. Responsibilities: - Serve as the first point of contact for IT support requests via phone, email, and ticketing system - Troubleshoot and resolve common desktop, laptop, printer, and peripheral issues - Assist users with password resets, account lockouts, and basic access requests - Provide hands-on, desk-side support to attorneys and staff as needed - Accurately log, track, and document issues and resolutions in the help desk system - Escalate more complex or recurring issues to senior IT staff or external vendors - Provide basic support for legal applications and systems, including: Document management systems (e.g., iManage, NetDocuments) - Timekeeping and billing applications - Support Microsoft 365 applications, including Outlook, Word, Excel, and Teams - Assist attorneys with document formatting, printing, scanning, and PDF-related issues - Support courtroom, deposition, and conference room technology when required - Set up and configure desktops, laptops, monitors, printers, and mobile devices - Assist with new hire onboarding and employee offboarding tasks - Perform basic troubleshooting of network connectivity, Wi-Fi, VPN, and VoIP phones - Coordinate with vendors or ISPs for hardware repairs or service issues - Follow firm IT policies and security procedures at all times - Maintain strict confidentiality of client and firm data - Assist with basic security tasks such as endpoint protection checks and MFA support - Identify and report suspicious activity, phishing emails, or potential security incidents - Maintain accurate documentation of issues, fixes, and standard procedures - Contribute to knowledge base articles and user guides - Identify common issues and suggest improvements to help desk processes Required Qualifications: - 1–3 years of experience in an IT help desk or technical support role - Strong customer service and communication skills - Intermediate knowledge of Windows and/or macOS operating systems - Experience with Active Directory, Microsoft Entra, and remote support tools - Experience supporting Microsoft 365 and common office applications - Ability to prioritize tasks and work independently in a small team environment - Professional demeanor and comfortable supporting executives and professional staff Preferred Qualifications: - Prior experience supporting attorneys or legal staff - Experience with iManage, NetDocuments, Intapp, or similar legal software - IT certifications (CompTIA A+, Network+, Microsoft, ITIL) - Degree in Computer information systems/technology Required Skills: Windows Operating System, macOS Operating System, Active Directory, Microsoft Entra, Remote Support Tools, Microsoft 365, Legal Software Support, IT Help Desk Support, Endpoint Protection, Multi-Factor Authentication, CompTIA A+, Network+, Microsoft Certification, ITIL, Customer Service, Task Prioritization, Professional Demeanor