As an IT Support Analyst, you will be responsible for providing technical support for both software and hardware needs within a Citrix XenDesktop environment. Your key duties will include:

• Software & Hardware Support: Resolve software-related issues for all firm-deployed applications, both remotely and in person. Troubleshoot and resolve problems with client workstations, laptops, and related hardware.
• Document & Multimedia Conversion: Convert a range of documents and multimedia files (including zip files, unknown extensions, unsupported applications, etc.).
• Virus & Malware Removal: Identify and remove harmful software such as viruses, spyware, and adware from desktop systems.
• Printer Management: Oversee printer management, including resetting and clearing print jobs, installation, and back-end server support.
• Vendor Coordination: Liaise with third-party vendors as needed to resolve technical issues.
• Technology Testing: Test new and updated technology for stability before firm-wide deployment.
• Self-Development: Continuously learn and adapt to new technologies as required by the organization.
• Mobile Device Support: Provide technical support for firm-issued mobile devices (iPhones and iPads), including installation, configuration, and troubleshooting of the Mobile Device Management (MDM) platform.
• Desk Phone & Voicemail Support: Support the firm's desk phone and voicemail systems, troubleshooting and resolving technical issues as needed.
• End User Instruction: Provide clear guidance and support to end users across software, hardware, and systems.
• Customer Service Excellence: Deliver exceptional service by adhering to department standards, ensuring timely responses to tickets, and following up on issues to ensure complete resolution.
• Documentation: Assist in creating and updating technical documentation and internal resources, including the Footprints Knowledge Base.
• Communication: Maintain effective communication with users regarding system outages, resolutions, and ongoing updates.

Qualifications:

• Experience: 3-5 years of experience in an IT support role.
• Communication Skills: Excellent verbal and written communication skills, including professional telephone etiquette.
• Organizational Skills: Strong ability to prioritize tasks and manage time effectively.
• Problem-Solving: Exceptional troubleshooting and analytical skills.
• Customer Service: Demonstrated dedication to delivering outstanding customer service.
• Technical Proficiency: Proficiency with Microsoft Office and the ability to quickly learn new technologies as required.
• Adaptability: Ability to remain calm and focused in a fast-paced environment and adapt to changing priorities.
• Team Collaboration: Ability to work both independently and within a team, effectively communicating with all organizational levels.
• Leadership: Ability to take the lead on projects, anticipate user needs, and make informed decisions when necessary.
• Flexibility: Willingness to work remotely, travel between offices, and work on-call during off-hours, weekends, or holidays.
• Law Firm Experience: Prior experience working in a law firm environment is a plus.