Friedman Williams
Desktop Analyst New York NY
Job ID: 20174
Summary & Purpose Join a dynamic and forward-thinking IT team thats redefining how technology supports legal professionals. As a Desktop Analyst, youll be at the forefront of operational modernization, supporting hybrid collaboration tools, AI-assisted workflows, and proactive support strategies. This role is ideal for a tech-savvy problem solver who thrives in a fast- paced, people-centric environment.
Key Responsibilities
Deliver exceptional onsite and remote support for end-user hardware, software, and collaboration tools including Microsoft Teams, Zoom, and AI-enhanced productivity platforms.
Support technology rollouts across offices, including standardized desk setups, mobile device management, and AV systems for hybrid meetings.
Collaborate with IT leadership to reduce ticket volume through proactive support, ticket hygiene, and user enablement strategies.
Maintain and troubleshoot printers, peripherals, and network-connected devices, escalating to vendors as needed.
Support compliance and security initiatives, including device audits, software updates, and access control.
Contribute to strategic planning by identifying technology needs, proposing solutions, and aligning desktop support initiatives with broader organizational goals. This includes participating in roadmap discussions, evaluating emerging tools, and ensuring IT efforts support long-term business objectives.
AI & Innovation
Were embracing AI to enhance productivity and streamline operations. Youll been encouraged to explore our AI tools for ticket triage, documentation, and knowledge sharing. Familiarity with AI concepts and a curiosity to learn are highly valued.
Qualifications
2+ years of technical support experience in a professional services environment; law firm experience is a plus.
Strong knowledge of Windows OS, Microsoft 365, Active Directory, and mobile device management.
Excellent communication skills with a customer-first mindset, including the ability to explain technical concepts to non-technical users, maintain clear documentation, and follow established communication protocols for incident escalation and resolution.
Ability to manage time effectively, prioritize tasks, and thrive in a collaborative, fast-paced environment.
Willingness to work flexible hours, including after-hours support when necessary, and travel to other offices as needed to ensure consistent service availability and responsiveness across all locations
Tagged as: Desktop Analyst
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