Cyberstrike: People Powering Government · 1 day ago
User Support Specialist
Philadelphia, PA
Full-time
Onsite
Senior Level
5+ years expCyberstrike is a leading professional services organization seeking a Senior User Support Analyst to support a fast-paced, end-user environment. The role involves providing Tier II / III end-user support, diagnosing and resolving hardware and software issues, and maintaining user documentation.
Staffing & Recruiting
Hiring Manager
Colleen Lennox
Responsibilities
Provide Tier II / III end-user support, including escalation from junior analysts
Diagnose, troubleshoot, and resolve hardware, software, and application issues
Support Windows 11, Microsoft Office Suite, and firm-wide applications
Ensure all requests are logged and tracked in the help desk system
Develop and maintain user documentation and training materials
Support Teams and Zoom AV meetings and conferencing
Manage and maintain desktop, laptop, printer, and device inventories
Set up, move, and deploy firm-issued hardware (25–50 lbs required)
Manage network printers and copiers
Support firm-issued mobile devices (iPhone and Android)
Participate in scheduled on-call rotations
Travel occasionally to other U.S. offices as needed
Qualification
Required
5+ years of experience in IT support
Provide Tier II / III end-user support, including escalation from junior analysts
Diagnose, troubleshoot, and resolve hardware, software, and application issues
Support Windows 11, Microsoft Office Suite, and firm-wide applications
Ensure all requests are logged and tracked in the help desk system
Develop and maintain user documentation and training materials
Support Teams and Zoom AV meetings and conferencing
Manage and maintain desktop, laptop, printer, and device inventories
Set up, move, and deploy firm-issued hardware (25–50 lbs required)
Manage network printers and copiers
Support firm-issued mobile devices (iPhone and Android)
Participate in scheduled on-call rotations
Travel occasionally to other U.S. offices as needed
Strong customer service skills with the ability to support attorneys and senior staff
Solid understanding of cybersecurity, disaster recovery, and security awareness
Experience troubleshooting hardware and software using best practices
Ability to work independently and as part of a team
Preferred
Experience in a law firm or professional services environment
Help desk ticketing systems (e.g., Freshservice preferred)
Cloud-based VoIP phone systems (plus)
Bachelor's degree in IT or equivalent experience preferred
Microsoft certifications a plus
Experience with legal or matter-centric applications a plus
Company
Cyberstrike: People Powering Government
Cyberstrike is a workforce solutions partner dedicated exclusively to the public sector.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
James McDonagh
Founder & Group CEO
Jim Nash
Managing Partner
Company data provided by crunchbase