Job Description

Key Responsibilities

• Act as the initial point of contact for all technology-related requests submitted via phone, email, or the ticketing platform. While the role is primarily remote (about 90%), the Analyst must be able to travel into the office when coverage is required for local IT personnel.
• Troubleshoot and resolve issues involving computers, mobile devices, printers, conferencing tools, and network connectivity.
• Provide support for essential firm applications, including Microsoft 365, Teams, Zoom, Citrix, VPN solutions, and legal tools such as iManage and Intapp.
• Offer high-touch, concierge-level assistance to attorneys, partners, and leadership to minimize downtime and ensure smooth client service.
• Handle setup, configuration, and maintenance of hardware for new employees, internal moves, and visiting legal staff; assist with conference room and AV equipment as needed.
• Record tickets, resolutions, and actions taken, and contribute to internal documentation by updating the Knowledge Base.
• Track and manage computers, peripherals, and loaner devices to support daily operations.
• Work closely with other IT team members to escalate advanced issues while remaining engaged until the matter is fully resolved.
• Participate in after-hours or on-call rotations to meet urgent business or client needs.

Core Competencies

• Strong analytical and troubleshooting abilities, especially in time-sensitive situations.
• Exceptional customer service skills and the ability to communicate clearly and confidently.
• Works well independently and as part of a team while maintaining a high level of discretion.
• Anticipates user needs and delivers service with urgency and professionalism.
• Quickly learns new technologies and adapts to evolving tools and workflows.
• Explains technical problems in a straightforward, user-friendly manner.
• Demonstrates sound judgement when handling confidential or sensitive information.
• Collaborates effectively with IT peers and other departments.

Preferred Background

• Three to five years of technical support experience within a law firm or similar professional environment.
• Solid understanding of Windows 10/11, Microsoft 365, Teams, Citrix, and VPN platforms.
• Knowledge of legal applications such as iManage and Intapp.
• Willingness to work extended hours or weekends when necessary.

The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.

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