Junior Technical Support Analyst

JOB TITLE: Jr. Technical Support Analyst
DEPARTMENT: Information Technology
REPORTS TO: IT Service Delivery Manager
FLSA STATUS: Non-Exempt
SCHEDULE & HOURS: Monday – Friday (Alternates every other week)

Week 1: 5 days normal hours (11:00 AM – 7:00 PM)
Week 2: 4 days extended hours (9:00 AM - 7:00 PM) Typically with Monday/Friday off
* Shifts are fluid, and you may be required to provide coverage which provides service from 8 AM until 7 PM *
ON-CALL:  Required for two weeks each month (specific weeks assigned in advance).

JOB SUMMARY

This is an on-site role in our mid-town Manhattan office.
Looking to start your IT career off on the right foot in a dynamic team environment?  Herrick, Feinstein LLP (a 200+ user law firm in New York City) is seeking a skilled, motivated and customer-service focused individual to join our team as a junior technical support analyst. This role offers hands-on experience across a diverse range of technologies while providing essential end-user support throughout the firm.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond promptly to telephone calls, tickets, emails, Teams messages, walk-ins and other requests for technical and audio-visual support.
• Install, configure and troubleshoot hardware.  This includes performing setups, repairs and management of computers, monitors, docks, peripherals, printers, mobile devices, AV systems and other hardware including timely setups for new hires and maintaining an up-to-date fleet of hot spares, loaners, standalone laptops and other devices.
• Identify, research, resolve or properly escalate technical problems related to software applications.
• Perform level 1 administrative tasks in different systems (e.g. Office 365 Admin Center, MDM, Email Gateway/Archive, Document Management System, etc.)  This includes user