Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a skilled Help Desk/Desktop Support Analyst to join a growing team in Boston, Massachusetts. This contract-to-permanent position is ideal for a detail-oriented IT specialist who thrives in a law firm environment and enjoys resolving complex user issues across desktop, cloud, and collaboration platforms. The role supports a fast-paced organization with a strong focus on service quality, teamwork, and long-term career growth.

Responsibilities:
• Resolve escalated support requests that move beyond the Tier 1 service desk, delivering timely solutions for both technical and user-facing issues.
• Provide hands-on support for Windows 11, Microsoft 365, Azure Virtual Desktop, and core desktop technologies used across the firm.
• Troubleshoot and maintain legal document management platforms such as iManage or NetDocuments, ensuring users can access and manage files efficiently.
• Support Zoom and Microsoft Teams meeting technology, including audiovisual issues that affect daily collaboration and client-facing communication.
• Investigate account access concerns, password-related issues, and Active Directory requests while maintaining a strong customer service approach.
• Assist with backup, disaster recovery, and business continuity tasks, including work related to tools such as Zerto.
• Monitor logs and review server capacity or performance concerns to help identify and address underlying infrastructure issues.
• Contribute to the development of a scalable service desk function by helping onboard new users and supporting the organization’s expanding office and cloud footprint.• 3+ years of IT support experience, with strong capability in Tier 2 or Tier 3 desktop and help desk support.
• Prior experience supporting users in a law firm or legal services environment is strongly preferred.
• Solid knowledge of Windows 11, Microsoft Windows support, and Microsoft 365 administration.
• Experience working with Azure, including Azure Virtual Desktop or related cloud-based end-user support environments.
• Familiarity with iManage or NetDocuments and other applications commonly used in legal organizations.
• Ability to support Zoom and Microsoft Teams, including troubleshooting meeting and AV-related issues.
• Working knowledge of Active Directory, service desk ticket management, and general troubleshooting best practices.
• Strong communication skills with a detail-oriented, patient, and service-oriented approach to supporting end users.