Urgent job for IT Support Analyst 2025

Job Description

New York, NY

Kahana & Feld LLP

4

Description:
The Technology Support Analyst (Level 3) is a key member of the IT team, reporting to the IT Manager, and is responsible for delivering expert-level technology support and exceptional customer service to all firm employees. This role provides both onsite and remote technical assistance, resolving a wide range of technology requests efficiently and accurately. Areas of responsibility include troubleshooting and supporting firm-standard software applications, computer hardware, video/audio conferencing, printers, operating systems, remote access, and mobile devices.

The Technology Support Analyst (Level 3) excels at resolving complex, high-priority, and high-impact technical issues while maintaining a strong focus on customer satisfaction. This role also supports daily AV technology operations, ensures quality control and testing for new application deployments, and collaborates on projects related to enterprise applications, infrastructure, and cybersecurity. By contributing to the successful execution of the IT roadmap, the Technology Support Analyst (Level 3) plays a critical role in ensuring the firm’s technology environment operates seamlessly.

Key Responsibilities for IT Support Analyst

New York, NY:

Provide onsite and remote technology support to employees in all firm locations relating to firm standard software applications, computer hardware, phones, printers, operating systems, remote access, and mobile devices.
Utilize expert-level knowledge to diagnose, troubleshoot, research and resolve a variety of technical issues.
Clearly and concisely log details using the firm’s ticketing system, including the opening, closing, resolution, escalation, and tracking of user requests.

Provide regular status to customers for issues that need time to troubleshoot and research until the request is completed.
Anticipates customer needs and proactively identifies solutions.
Translates complex, technical concepts into easy-to-understand explanations to assist non-technically oriented customers.

Provide guidance and training to customers on best practices and system use.
Provide explanation and training of technical solutions to Level 1 and Level 2 analysts to build knowledge across the support team.
Report trends and unusual inquiries to department leadership to identify issues and problems with the technology platform.
Manage local IT inventory, including tracking, setup, and maintenance of hardware such as laptops, desktops, printers, and peripherals.

Perform account creation and offboarding of departing employee tasks while following applicable firm policies and procedure.
Image, configure and deploy firm hardware in an enterprise environment.
Participate in software and new service testing, as well as provide feedback to relevant technical owners on new products and software updates.
Participates in regularly scheduled technology calls to understand firm strategies and new products and services.
Completes special projects on various issues as needed.

Provide conference room and audio-visual assistance, ensuring seamless operation for meetings and presentations.
Troubleshoot and resolve A/V issues during meetings, including audio, video, and connectivity problems, to minimize disruptions.
This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

About Kahana Feld

We are UPSTANDING

We prioritize integrity and high character and pride ourselves on an inclusive culture.

We are OUTSTANDING

We achieve excellent results for our clients by recruiting and developing great attorneys and legal professionals while providing the resources necessary to succeed.

We are UNDERSTANDING

We listen to our clients, ask questions, communicate clearly, and respond promptly.

Our DIVERSITY STATEMENT

At Kahana Feld, diversity, equity, and inclusion are a priority. Our culture nurtures a sense of pride, ownership, and passion that transcends titles and roles. We believe that respecting and valuing differences and diverse backgrounds fosters a more collaborative work environment, engenders a better understanding of our clients, and helps us achieve better results.

This organization participates in E-Verify.

Equal Opportunity Employer

Kahana Feld provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Physical Requirements

Primarily sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances, and/or drive a vehicle to deliver and pick up materials. Work can be performed with or without accommodations.

Travel

10-30% domestic travel by car and by plane.

Requirements:
5+ years of related Technical Support, Help Desk, or Service Desk experience in a law firm or large corporate IT setting.

Expert knowledge in Microsoft Windows and Microsoft Office 365, including Outlook, Word, Excel, PowerPoint, web-browsing and SharePoint.
Expert knowledge in Microsoft Teams and Zoom.
Expert knowledge in troubleshooting complex issues relating to computer hardware, phones, printers and mobile devices.
Advanced knowledge with remote access, including Citrix, VPN and VDI.

Advanced knowledge of Microsoft Admin, Azure and Active Directory.
Experience using remote connectivity and remote control software tools in order to troubleshoot and assist customers.
Advanced knowledge of general data security protocols and requirements to maintain a safe and secure technology platform.

Understands general network architecture, including switches, routers, circuits, virtual servers and data centers.
Strong troubleshooting knowledge with skills in decision making and strategic thinking.
Attention to detail, with the ability to notice what others seem to miss.
Able to work independently and as part of a team, including across multiple locations.
Organized and consistently executes tasks effectively and efficiently.

Excellent interpersonal skills including telephone skills, verbal and written communication skills, active listening and customer care.
Communicates effectively in person and in writing, with the ability to translate technical concepts to non-technical people.
Remains flexible and adapts to changes in tasks, projects or processes, whether planned or unforeseen.
Ability to remain calm when resolving customer issues.