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Syntagma Group · New York
Seeking a highly motivated, customer-service-focused IT Support Analyst for a permanent role. This position is ideal for a technology professional with strong customer service skills, Helpdesk exposure, or at least one year of professional IT support experience, who brings an AI-first mindset and is interested in using AI, automation, knowledge management, and improved workflows to make IT support more proactive, efficient, and user-friendly. The analyst will serve as the primary Helpdesk point of intake, responsible for answering, acknowledging, triaging, resolving, or escalating incoming IT support requests while providing timely, professional, and responsive assistance. This role requires onsite, in-person work five days per week in the firm’s Midtown Manhattan office, flexibility to work morning or afternoon shifts, and availability for overtime and after-hours on-call support as needed. The analyst will support attorneys, paralegals, administrative assistants, and staff with responsive, high-quality end-user support in a fast-paced professional services environment. Responsibilities will include hardware, software, connectivity, remote access, collaboration tools, firm applications, documentation, process improvement, and project support in a Microsoft-based environment.
Essential Job Functions
Serve as the primary Helpdesk point of intake by answering incoming IT support calls, emails, ServiceNow tickets, and other support requests; provide timely, professional, and customer-service-focused assistance; and ensure each request is addressed directly or escalated appropriately
Use AI tools such as Microsoft Copilot, Harvey AI, Claude, and similar platforms to improve support, documentation, and knowledge sharing
Identify and pilot AI, automation, reporting, and self-service improvements that reduce repetitive work and create a more consistent support experience
Create and update how-to guides, training materials, videos, and user communications, including materials that help users adopt new tools and workflows
Work onsite, in person, five days per week in the firm’s Midtown Manhattan office and support the firm’s in-office technology needs
Maintain flexibility to work morning or afternoon shifts, overtime as needed, and a rotating after-hours on-call schedule
Handle approximately 10-20 Helpdesk requests per day while providing prompt, professional, and courteous support
Document, update, and track ServiceNow tickets from intake through resolution, ensuring accurate notes and timely follow-up
Support attorneys, staff, and administrative teams in a Microsoft-based environment
Provide first-level support for hardware, software, connectivity, remote access, collaboration tools, and firm applications
Set up and support in-person and virtual meetings using Zoom, Microsoft Teams, and conference room technology
Install, troubleshoot, and maintain desktops, laptops, printers, peripherals, and related systems
Support remote access tools, including Citrix and VPN, along with the Microsoft 365 environment
Assist with IT projects, technology rollouts, process improvements, and documentation efforts
Coordinate with senior IT team members, vendors, and external Helpdesk partners as needed Minimum
Familiarity with AI applications, or a strong willingness to learn tools such as Microsoft Copilot, Harvey AI, Claude, and similar platforms
AI-first mindset, with the curiosity and initiative to improve support delivery, documentation, training, reporting, and repeatable Helpdesk processes
Ability to work onsite, in person, five days per week in the firm’s Midtown Manhattan office
Flexibility to work morning or afternoon shifts, overtime as needed, and to participate in the after-hours on-call rotation approximately one week per month
Strong customer service skills required; prior IT Helpdesk, desktop support, end-user support, or at least 1 year of professional IT support experience preferred
Experience in a legal, professional services, or similar business environment preferred
Sound judgment to resolve issues directly or escalate appropriately in a high-volume Helpdesk environment
Experience supporting users in a Microsoft-based environment, including Windows, Microsoft 365, Outlook, Teams, SharePoint, and related collaboration tools
Experience with Zoom and Microsoft Teams required; conference room or audio/visual support experience preferred
Experience with iManage, Microsoft Intune, Power BI, SharePoint, ServiceNow, Active Directory, or Microsoft Endpoint Configuration Manager a plus
Strong attention to detail, with the ability to manage multiple requests, prioritize effectively, and follow through to resolution
Self-motivated, dependable, and able to work independently while contributing to a collaborative IT team
Bachelor’s degree preferred; equivalent experience will be considered
Details
| Company | Syntagma Group |
| Location | New York |
| Type | FULL TIME |
| Niche | Full-time |