www.clearygottlieb.com

IT Support Analyst

This role involves hands-on support across multiple channels (phone, email, walk-up, chat) and contributes to local and global IT support and initiatives, including events, project work, and service improvement efforts.

It offers exposure to a wide range of enterprise technologies and opportunities for growth in a global law firm environment.

Responsibilities

  • Ensure a high level of customer service and support is provided.
  • Provide support to users via telephone, email, direct contact and remotely whilst ensuring all incidents are logged via the ticketing system.
  • Ensure incidents and service requests are responded to and resolved in a timely manner whilst escalating incidents/service requests that cannot be resolved to appropriate teams and provide ongoing communication with users.
  • Deliver high-quality, client-focused IT support, including for senior stakeholders such as Partners and Chiefs, with professionalism, discretion, and sensitivity to business-critical needs.
  • Provide applications support in MS Word, Excel, Outlook, PowerPoint, mobile devices, iManage and all other Firm wide applications.
  • Provide laptop, printer, remote access, mobile device and other hardware support.
  • Provide technical support for in-person and virtual meetings, hearings, and events, ensuring audio-visual and conferencing systems function smoothly. Assist with planning, setup, and live support when required.
  • Occasionally support remote events, with flexibility to adjust working hours (early mornings, evenings, weekends) based on operational needs and ability to travel when required.
  • Assist in tracking, deploying, and managing IT assets (laptops, mobile devices, peripherals), ensuring accurate records and readiness for replacement or event use.
  • Undertaking small to medium-sized IT projects as instructed by the IT Manager and Service-Desk Supervisor.
  • Adhere to all local and global IT processes, procedures and policies.
  • When required, liaise with 3rd parties and suppliers.
  • Contribute to maintaining internal support documentation and the IT knowledge base, sharing solutions and lessons learned to benefit the wider team.
  • Able to work on a shift pattern alternating between the following times Monday to Friday 08:30–16:30; 09:30-17:30; 10:00-18:00.

Experience, Skills, and Competencies

  • Excellent in English and local language(s), and any other European language is an asset.
  • Excellent written and verbal communication skills.
  • Ability to multitask, prioritise, and remain calm under pressure.
  • Strong sense of responsibility for resolving issues end-to-end.
  • Good interpersonal skills; able to build trust with end-users and work effectively across global teams.
  • Organised and self-motivated.
  • Strong analytical and problem solving skills.
  • Able to work well in a team and independently.
  • Strong ability to work on multiple projects with multiple deliverables.
  • Ability to handle a constantly changing flow of support calls and technical assistance.
  • Flexibility to support with projects/events outside of working hours and accommodate overtime at short notice. Weekend work will be required when necessary.
  • A strong desire and focus on continued improvements and personal development.

Essential Technical Skills:

  • Strong knowledge and troubleshooting of Microsoft based operating systems with emphasis on Windows 11.
  • Strong knowledge and troubleshooting of Microsoft Office suite (Outlook, Word, Excel, PowerPoint).
  • Good knowledge of Active Directory and Entra ID.
  • Good experience in ticketing to ITIL best practices.
  • Good knowledge of common networking (DHCP, DNS) and troubleshooting.
  • Experience with troubleshooting network printers, MFPs and copiers and PaperCut.
  • Experience with supporting and configuring mobile devices, specifically supporting iOS and Android platforms.

Desirable Skills:

  • Good Audiovisual support experience.
  • Excellent knowledge of document management system iManage (Desksite/Worksite).
  • Knowledge of Zoom Workspace, Microsoft Teams and Poly IP Phones and VC codecs.
  • Broad application support experience in a legal environment.
  • Microsoft Certified Technology Specialist (MCTS) or MCP.
  • Certified in CompTIA A+, CompTIA Network + or equivalent.
  • ITIL Foundation.
  • Knowledge of Lenovo, Microsoft, Canon and HP hardware.
  • Experience with MDM platforms, Intune.

Experience:

  • Minimum of 2 years.
  • Legal or Professional Services experience highly desirable.

Interested candidates are encouraged to apply by sending their cover letter and résumé to BruAdminRecruit@cgsh.com.