Location: Washington, DC

Schedule: 100% Onsite

Type: Full-Time, Direct Hire

Salary: $55k - $70k

We have an immediate need for an Information Technology Support Services Analyst to join our Washington, DC office. The IT Service Desk Analyst is responsible for providing front-line support to attorneys, staff, and business partners on firm provided technologies.

Essential Duties and Responsibilities:

• Provide technical support for firm attorneys, policy professionals and staff by solving basic technical issues and completing technical requests.
• Promote the use of technology and empower customers with the technical knowledge necessary to make the most of the firm's IT Services.
• Communicate with customers and colleagues in-person and via telephone, email, and IM in a professional and effective manner, with a focus on in-person support.
• Triage incoming issues and requests according to situational urgency and criticality.
• Follow all department processes and procedures including the consistent and thorough logging of all customer issues and requests in our ticketing system. This includes thorough descriptions, timely updates of steps taken, screenshots, and detailed closure notes.
• Keep impacted customers regularly informed and set appropriate expectations during incident or request management, including follow-up post closure.
• Consistently create positive customer experiences by demonstrating competence and reliability through actions and communication.
• Perform basic system administration tasks, including in-person check-ins and conference room upkeep.
• Create and update documentation on processes, configurations, and procedures.
• Demonstrate flexibility in shift schedule to ensure IT and technical support for in-person meetings.
• Participate in an after-hours on-call rotation, requiring you to be easily reachable and able to provide rapid response to support requests when you are on call.
• Participant actively in a culture of respect, knowledge sharing, and cross-training.
• Participate in team and cross-team projects.
• Perform other duties as assigned.

Required and Preferred Qualifications:

• 3+ years of related IT experience, including experience in the support of audio-visual setups, desktop hardware, software, and mobile device set-up / troubleshooting.
• Experience using a ticket management system to document and track work, ITIL background preferred.
• Strong understanding of Microsoft Windows operating systems and utilities.
• General proficiency in MS Office suite of products is required.
• General understanding of TCP/IP networking.
• Experience working in a call-center based IT environment (preferred).
• Experience supporting remote access, such as Citrix, VPN, MFA, home networks, etc. (preferred).
• Ideal candidates will have previous experience supporting DMS and other applications common to law firms or other professional services firms.
• Analytical thinker with strong ability to solve complex software and/or hardware issues.
• Detail oriented and well organized.
• Excellent spelling, grammar, punctuation, and proofreading skills.
• Must be self-directed and able to complete tasks with minimal supervision.
• Ability to follow written and/or verbal instruction with limited direction.
• Desire and ability to learn, improve, and grow.
• Exceptional interpersonal and communication skills.
• Relevant certifications such as CompTIA, Microsoft, and ITIL (preferred).

Compensation and Benefits: We offer a benefits package that includes medical, dental, vision, 401k + match, profit sharing, and vacation/sick/personal time off. We are offering a wide range salary for this role of $55,000-$70,000. Compensation is based on experience.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.