Blank Rome LLP ยท 1 day ago
IT Support Analyst
NYC Metro Area
Full-time
Onsite
Mid, Senior Level
$70K/yr - $90K/yr
5+ years expBlank Rome LLP is an Am Law 100 firm providing legal and advocacy services. The IT Support Analyst (Level 2) is responsible for assisting with escalated technical issues and providing support to end users, ensuring timely resolution of incidents and requests.
ConsultingLaw EnforcementLegalProfessional Services
Hiring Manager
Ashley Grace Velazquez
Responsibilities
Respond to requests for technical assistance in person, via phone, and electronically
Diagnose and resolve technical hardware, software, VoIP phone, and smartphone issues
On-site representative and contact for technology vendor appointments
Setup, testing, and delivery of meetings and conferences within the office
Track, route, and redirect problems to correct resources
Log all help desk interactions in the ticketing system
Follow up with customers, provide feedback, and see problems through to resolution, including escalated calls
Ensure proper recording, documentation, and closure of all end user help calls or requests
Prepare video conference and A/V equipment for meetings and troubleshoot connectivity issues
Perform basic troubleshooting for data center equipment and network issues
Continuously review and maintain training materials and knowledge base used within the Help Desk and the creation of new subject areas
Mentor team members in areas of troubleshooting, customer service, and documentation
Assist in the training of newly hired Help Desk team members
Assist in the overall review of incidents and service requests to ensure correct solutions and adherence to process
Assist in daily, weekly, and monthly performance reporting including analysis of key performance indicators and trends
Review existing processes for areas of improvement and development new processes
Maintain technical knowledge of all supported products through training and hands on experience
Assist in emergency procedures and assist in coordinating resources to respond to those emergencies to assure system reliability
Available after business hours and weekends for system upgrades and planned maintenance
Perform other responsibilities as assigned
Work additional hours as needed to fulfill job requirements
Qualification
Required
5+ years of experience in information systems with specific concentration on PC oriented responsibilities
5+ years of experience in an IT call center environment
Working knowledge of fundamental operations of relevant software, hardware, and data center infrastructure
Knowledge and experience of customer service practices
Knowledge and training in ITIL (Information Technology Infrastructure Library) methodologies
Ability to explain complex and technical issues or procedures to the end users in a way end users understand
Strong communication skills (verbal and written) with the ability to develop positive working relationships (in-person and virtually)
Ability to problem solve in a high-pressure, deadline-oriented environment
Ability to understand when urgency is required
Meticulous attention to detail and accuracy
Ability to troubleshoot and manage multiple tasks with effective organizational skills
Proven problem solving, critical thinking, and decision-making skills
Unquestioned integrity and professionalism
Proficient in Microsoft Suite (Word, Excel, Outlook, Teams)
Proficient in web-based conference call/web-sharing applications
Ability to be flexible with schedules, duties, technologies, and responsibilities in a changing work environment
Preferred
Bachelor's degree preferred
Experience in a legal environment or professional services preferred
Benefits
Medical, dental, and vision insurance
Life, accident, and disability insurance plans
401(k) retirement benefits
Commuter benefits
Well-being programs
Company
Blank Rome LLP
Blank Rome is an Am Law 100 firm with 16 offices and 800 attorneys and principals who provide comprehensive legal and advocacy services to clients operating in the United States and around the world.
1001-5000 employees
H1B Sponsorship
Blank Rome LLP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (1)
2023 (1)
2022 (1)
2021 (1)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
C
Cole Silver
Chief Client Officer
Ronald Frank
Partner
Recent News
GlobeNewswire
2026-01-05
Company data provided by crunchbase