Senior User Support Analyst

OPENING HOOK Impact the daily operations of a leading Philadelphia-based law firm by ensuring seamless technological functionality and providing exceptional support as a Senior User Support Analyst. This pivotal role directly contributes to the firm's efficiency and success by maintaining critical systems and empowering legal professionals with reliable technology. ABOUT THE COMPANY Our client is a highly respected and established law firm in Philadelphia, known for its commitment to client success and a collaborative internal culture. They foster an environment where technology is viewed as a key enabler, and IT professionals are integral to the firm's operational excellence. Employees benefit from a stable yet dynamic work setting, offering opportunities for continuous learning and professional growth within a supportive team structure. THE OPPORTUNITY This Senior User Support Analyst role offers more than just technical troubleshooting; it's an opportunity to become a cornerstone of the firm's IT infrastructure. You will be instrumental in supporting a wide array of firm applications, from document management to financial platforms, ensuring that all users have the tools they need to perform their best. Success in this role means not only resolving issues efficiently but also proactively identifying areas for improvement, contributing to a more robust and reliable IT environment. This position provides a clear growth path for those looking to deepen their expertise in legal tech support and take on more complex challenges. KEY RESPONSIBILITIES * Provide expert, hands-on, and heads-down technical support for Windows 11 and the Microsoft Office Suite. * Administer and troubleshoot all firm-specific applications, including specialized document management systems and financial platforms. * Manage and support sophisticated remote access systems, ensuring secure and reliable connectivity for all users. * Serve as the primary point of contact for end-users, delivering exceptional customer service and resolving complex technical issues. * Efficiently manage and escalate support tickets, ensuring timely resolution and clear communication with affected parties. * Oversee the lifecycle management of hardware, including procurement, deployment, maintenance, and decommissioning of desktops, laptops, and peripherals. * Conduct thorough diagnostics and implement effective solutions for network connectivity issues within a networked environment. * Develop and maintain comprehensive documentation for IT procedures, troubleshooting guides, and system configurations. * Provide training and guidance to end-users on new software, hardware, and IT best practices. * Collaborate with other IT team members to identify trends, resolve recurring issues, and contribute to overall IT strategy. * Ensure compliance with firm security policies and data protection protocols. * Participate in on-call rotations or after-hours support as required to maintain critical system availability. REQUIRED QUALIFICATIONS * Proven experience as a User Support Analyst in a professional services environment, preferably within a law firm. * In-depth expertise in supporting Windows 11 operating systems. * Advanced proficiency with the entire Microsoft Office Suite, including advanced troubleshooting for Outlook, Word, Excel, and PowerPoint. * Demonstrated experience with document management systems specific to legal or professional environments. * Solid understanding and experience with financial platforms used in a corporate setting. * Expertise in configuring and supporting remote access solutions. * Strong knowledge of networked environments and the ability to diagnose and resolve connectivity issues. * Excellent problem-solving skills and the ability to systematically approach technical challenges. * Exceptional communication and interpersonal skills, with the ability to interact effectively with users of varying technical proficiencies and personalities. * Ability to work independently and as part of a team, managing multiple priorities in a fast-paced environment. PREFERRED QUALIFICATIONS * Certifications such as CompTIA A+, Network+, or Microsoft Certified: Windows Client. * Experience with specific legal industry software applications. * Familiarity with ITIL best practices for service management. * Experience in a multi-personality professional environment. WORK ENVIRONMENT This is a 100% onsite position located in Philadelphia, PA. The team operates in a structured yet adaptable environment, providing a balance of autonomy and guidance. This role values individuals who can thrive independently on technical challenges while also contributing collaboratively to the team's overall objectives. COMPENSATION & BENEFITS Compensation details will be discussed directly with qualified candidates during the interview process. The firm offers a competitive salary and a comprehensive benefits package, including health, dental, and vision insurance, a retirement plan, and paid time off. CLEARANCE REQUIREMENTS No security clearance is required for this position. Security Requirements: none