McCarter & English, LLP · 10 hours ago
IT SUPPORT CENTER ANALYST
Newark, NJ
Full-time
Onsite
Entry, Mid Level
$70K/yr - $75K/yr
2+ years expMcCarter & English is seeking an IT Support Center Analyst. The primary function of this position is to provide support for all service requests that come to the Support Center via phone, email and walk-ins, including applications, administering software, and handling special projects.
Law EnforcementLegalTraining
Responsibilities
Provide 1st level support to McCarter end-users
Answer questions, provide phone-based training on higher-level functionality, and troubleshoot technology problems for McCarter Users
Escalate unresolved problems to Endpoint Technician(s) and/or Administrator(s) where appropriate
Follow up on escalated issues with the appropriate IS employee and the technology end-user
Participate in the maintenance of call tracking application
Enter tickets in at the time of call
Indicate resolution technique in the Details of each ticket
Update the status of unresolved incident tickets with most current information
Route tickets to appropriate parties according to IS Policy
Contact end-user when call is 'resolved' by other IS groups to ensure an accepted resolution and closure of the ticket
Monitor open tickets that you have routed, assist when possible, close when appropriate
Cooperatively Troubleshoot escalated issues
Disseminate new information to Support Center Team Members when appropriate
Follow Participate in special projects, and/or act as ‘point person’ or ‘liason’ where approved by Support Center Management. Including, but not limited to, testing of new and/or updated templates and macros and reporting findings to appropriate IT group in order to ensure stability prior to firm-wide release
Qualification
Required
A minimum of 2 years experience in IT Support Services
Excellent communication and interpersonal skills, including appropriate telephone manners
A working knowledge of Microsoft Word and Outlook at a highly proficient level
Ability to work effectively with all organizational levels individually and as part of a team
Ability to communicate effectively with all levels of management and staff
Ability to remain calm in pressure situations
Ability to adapt quickly to change and deal with stress associated with a fast paced work environment
Ability to take the lead on projects and problems when requested or as appropriate
Ability to make judgment decisions and use initiative to anticipate end-user needs
Ability to adapt to changing work situations and grasp and apply new ideas quickly
Strong ability to learn new applications
Active listening, tone and professional demeanor with McCarter end-users
Professional demeanor with other members of McCarter IS staff
Ability to maintain composure during system application/hardware outages or when call volume may increase due to a reported outage
Articulate clearly, with empathy when needed while managing expectations
Ability to de-escalate or mitigate anxious end-users
Concise writing skills
Computer Skills: Applications including, but not limited to Microsoft Office 365, Litera Compare, BigHand Metadata Assistant, Best Authority, Intapp Time Entry, Easylink, Tungsten Power PDF, Adobe Acrobat, iManage DMS, BigHand Numbering Suite or other vendor Numbering Suite applications, Interaction, Active Directory, ShareFile or other FTP type service, MS Edge/Google Chrome settings, understanding of Android/iPhone
Benefits
Basic life and accidental death and dismemberment (AD&D) insurance
Short-term (ST) and long-term (LT) disability benefits
Comprehensive medical/prescription drug coverage (the Firm pays a share of the cost)
High deductible health plan with an annual Firm health savings account (HSA) contribution
Dental and vision coverage
Supplemental health plans (accident, cancer and critical illness)
Flexible spending accounts
Optional life and AD&D insurance (supplemental employee, spouse and child)
Supplemental STD coverage
401(k) plan offering three types of contributions: pre-tax, Roth and after-tax contributions
Paid Time Off (PTO)
Paid holidays
Leaves of absence to support work-life balance (e.g. parental leave)
Free and confidential employee assistance program (EAP) and behavioral health services program
Firm-paid back-up child/elder care, academic support and pet care program
Tax-advantaged college savings 529 Plan
Employee discounts through Working Advantage
Company
McCarter & English, LLP
McCarter & English, LLP is a firm of more than 400 lawyers with offices in Newark, New York, Boston, Philadelphia, Washington, DC, Miami, Wilmington, Hartford, Stamford, Indianapolis, East Brunswick, and Trenton.
501-1000 employees
H1B Sponsorship
McCarter & English, 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 (2)
2022 (3)
2021 (2)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Jacqueline Bosma
Chief Financial Officer
John D Brefach
Chief Operating Officer
Recent News
2025-12-08
globallegalchronicle.com
2025-10-14
2025-10-12
Company data provided by crunchbase