JP
Level 1 IT Support Analyst
JPC Partners
- 🇺🇸 United States
- 16 hours ago
- Windows
- Outlook
- Active Directory
- Azure AD
- Citrix
- Android
- TCP/IP
- Microsoft Intune
- Exchange Online
- VoIP
- CompTIA A+
16 hours ago
The ideal candidate has 2–5 years of hands-on IT support experience, strong troubleshooting skills, and a customer-first approach. You'll work directly with attorneys and business professionals, supporting Microsoft technologies, desktops, laptops, mobile devices, and business-critical applications.
Experience working in a law firm or professional services environment is a plus, but not required. We're especially interested in candidates who are technically capable, dependable, personable, and eager to learn.
What You'll Be Doing
- Provide Level 1 technical support to end users, troubleshooting hardware, software, network connectivity, and application issues.
- Support Windows 11, Microsoft 365 applications, Outlook, Teams, and other business applications.
- Troubleshoot desktops, laptops, monitors, printers, mobile devices, and related peripherals.
- Assist users with password resets, account access, connectivity issues, and basic Active Directory / Microsoft Entra ID (Azure AD) administration.
- Provide support for remote access technologies, including Citrix and VPN connections.
- Troubleshoot Microsoft Teams and Zoom meetings, including audio/video equipment and conference room technology.
- Install, configure, deploy, and maintain computers, printers, and other IT equipment.
- Support firm-issued iPhones, Android devices, and mobile applications.
- Log, track, update, and resolve support requests through the help desk ticketing system.
- Escalate more complex technical issues to senior IT team members while maintaining communication with end users.
- Assist with hardware inventory, equipment replacements, office moves, and workstation setups.
- Create and update user documentation, troubleshooting guides, and support procedures.
- Participate in scheduled on-call support coverage as needed.
Required Qualifications
- 2–5 years of experience in a Help Desk, Service Desk, Desktop Support, or IT Support role.
- Hands-on experience troubleshooting Windows 10/11, Microsoft 365, Outlook, and common desktop applications.
- Experience supporting desktops, laptops, printers, and mobile devices in a business environment.
- Familiarity with Active Directory, Microsoft Entra ID (Azure AD), and user account administration.
- Basic understanding of networking concepts, including TCP/IP, Wi-Fi, VPN, and network connectivity troubleshooting.
- Experience using an IT help desk ticketing system.
- Strong communication, problem-solving, and customer service skills.
- Ability to explain technical issues clearly to nontechnical users.
- Ability to prioritize multiple support requests while maintaining professionalism and attention to detail.
- Previous IT support experience in a law firm or professional services environment.
- Experience with Microsoft Intune or other mobile device management tools.
- Familiarity with Citrix remote access environments.
- Experience supporting Aderant, iManage or other document management systems.
- Knowledge of Freshservice or similar IT service management platforms.
- Familiarity with Microsoft Exchange Online, cloud applications, and VoIP phone systems.
- Basic knowledge of cybersecurity best practices and security awareness.
- Microsoft certifications such as CompTIA A+, Microsoft 365, or related credentials.
- Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
Level 1 IT Support Analyst · JPC Partners