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Wiggin and Dana LLP · 5 hours ago

Information Technology Help Desk Analyst

New York, NY

Full-time

Onsite

Entry, Mid Level

$70K/yr - $95K/yr

1+ years exp

Wiggin and Dana LLP is seeking an experienced IT Help Desk Analyst who will provide reliable, front-line technical support to legal professionals in a law firm. The role involves troubleshooting hardware and software issues, assisting with user account setups, and ensuring IT support requests are documented and escalated as necessary.

Consulting

H1B Sponsor Likely

Hiring Manager

Jasmine Davila

Responsibilities

Serve as the first point of contact for IT support requests via phone, email, and ticketing system

Troubleshoot and resolve common desktop, laptop, printer, and peripheral issues

Assist users with password resets, account lockouts, and basic access requests

Provide hands-on, desk-side support to attorneys and staff as needed

Accurately log, track, and document issues and resolutions in the help desk system

Escalate more complex or recurring issues to senior IT staff or external vendors

Provide basic support for legal applications and systems, including:

Document management systems (e.g., iManage, NetDocuments)

Timekeeping and billing applications

Support Microsoft 365 applications, including Outlook, Word, Excel, and Teams

Assist attorneys with document formatting, printing, scanning, and PDF-related issues

Support courtroom, deposition, and conference room technology when required

Set up and configure desktops, laptops, monitors, printers, and mobile devices

Assist with new hire onboarding and employee offboarding tasks

Perform basic troubleshooting of network connectivity, Wi-Fi, VPN, and VoIP phones

Coordinate with vendors or ISPs for hardware repairs or service issues

Follow firm IT policies and security procedures at all times

Maintain strict confidentiality of client and firm data

Assist with basic security tasks such as endpoint protection checks and MFA support

Identify and report suspicious activity, phishing emails, or potential security incidents

Maintain accurate documentation of issues, fixes, and standard procedures

Contribute to knowledge base articles and user guides

Identify common issues and suggest improvements to help desk processes

Qualification

Windows operating systemActive DirectoryMicrosoft 365Technical supportMacOS operating systemMicrosoft EntraRemote support toolsIManageNetDocumentsIT certificationsCustomer serviceSecurity proceduresDocumentation

Required

1–3 years of experience in an IT help desk or technical support role

Strong customer service and communication skills

Intermediate knowledge of Windows and/or macOS operating systems

Experience with Active Directory, Microsoft Entra, and remote support tools

Experience supporting Microsoft 365 and common office applications

Ability to prioritize tasks and work independently in a small team environment

Professional demeanor and comfortable supporting executives and professional staff

Preferred

Prior experience supporting attorneys or legal staff

Experience with iManage, NetDocuments, Intapp, or similar legal software

IT certifications (CompTIA A+, Network+, Microsoft, ITIL)

Degree in Computer information systems/technology

Company

Wiggin and Dana LLP

Wiggin and Dana is a law firm providing legal services in Connecticut, New York, Philadelphia, and Washington, DC.

Founded in 1934

New Haven, Connecticut, USA

201-500 employees

http://wiggin.com

H1B Sponsorship

Wiggin and Dana 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

2024 (1)