IT Support Analyst

IT Support Analyst

The Technology Support Analyst (Level 3) is a key member of the IT team, reporting to the IT Manager, and is responsible for delivering expert-level technology support and exceptional customer service to all firm employees. This role provides both onsite and remote technical assistance, resolving a wide range of technology requests efficiently and accurately. Areas of responsibility include troubleshooting and supporting firm-standard software applications, computer hardware, video/audio conferencing, printers, operating systems, remote access, and mobile devices.

The Technology Support Analyst (Level 3) excels at resolving complex, high-priority, and high-impact technical issues while maintaining a strong focus on customer satisfaction. This role also supports daily AV technology operations, ensures quality control and testing for new application deployments, and collaborates on projects related to enterprise applications, infrastructure, and cybersecurity. By contributing to the successful execution of the IT roadmap, the Technology Support Analyst (Level 3) plays a critical role in ensuring the firm’s technology environment operates seamlessly.

Key Responsibilities:

• Provide onsite and remote technology support to employees in all firm locations relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.
• Utilize expert-level knowledge to diagnose, troubleshoot, research and resolve a variety of technical issues.
• Clearly and concisely log details using the firm’s ticketing system, including the opening, closing, resolution, escalation, and tracking of user requests.
• Provide regular status to customers for issues that need time to troubleshoot and research until the request is completed.
• Anticipates customer needs and proactively identifies solutions.
• Translates complex, technical concepts into easy-to-understand explanations to assist non-technically oriented customers.
• Provide guidance and training to customers on best practices and system use.
• Provide explanation and training of technical solutions to Level 1 and Level 2 analysts to build knowledge across the support team.

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

About Kahana Feld

We are UPSTANDING

We prioritize integrity and high character and pride ourselves on an inclusive culture.

We are OUTSTANDING

We achieve excellent results for our clients by recruiting and developing great attorneys and legal professionals while providing the resources necessary to succeed.

We are UNDERSTANDING

We listen to our clients, ask questions, communicate clearly, and respond promptly.

This organization participates in E-Verify.

Equal Opportunity Employer

Kahana Feld provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

• 5+ years of related Technical Support, Help Desk, or Service Desk experience in a law firm or large corporate IT setting.
• Expert knowledge in Microsoft Windows and Microsoft Office 365, including Outlook, Word, Excel, PowerPoint, web-browsing and SharePoint.
• Expert knowledge in Microsoft Teams and Zoom.
• Expert knowledge in troubleshooting complex issues relating to computer hardware, phones, printers and mobile devices.
• Advanced knowledge with remote access, including Citrix, VPN and VDI.
• Advanced knowledge of Microsoft Admin, Azure and Active Directory.
• Experience using remote connectivity and remote control software tools in order to troubleshoot and assist customers.
• Advanced knowledge of general data security protocols and requirements to maintain a safe and secure technology platform.
• Understands general network architecture, including switches, routers, circuits, virtual servers and data centers.
• Strong troubleshooting knowledge with skills in decision making and strategic thinking.
• Attention to detail, with the ability to notice what others seem to miss.
• Able to work independently and as part of a team, including across multiple locations.