IT Support Analyst — Onsite | Boston, MA

Salary: $70,000–$88,000 (USD) + full benefits & bonus

Visa sponsorship is not available for this role.

The firm is seeking an IT Support Analyst to join its Boston office and provide dependable, hands-on technical support to attorneys, legal staff, and administrative teams. This position reports to the Senior Manager of IT Support Operations and plays a key role in keeping daily technology running smoothly in a fast-moving legal environment.

What You’ll Be Doing

Serve as the first point of contact for help requests received by phone, email, or the ticketing system.
Troubleshoot desktop, laptop, mobile device, printer, AV, and connectivity issues as they come up throughout the day.
Support the firm’s essential applications—Microsoft 365, Teams, Zoom, Citrix, VPN tools, and legal systems such as iManage and Intapp.
Provide attentive, high-touch support for attorneys, partners, and senior staff to minimize any interruption to client work.
Set up and configure equipment for new hires, visiting attorneys, and internal moves; assist with conference room technology and meeting setups.
Record all support work in the IT ticketing system and help keep documentation and knowledge articles accurate and updated.
Maintain IT equipment inventory, including loaner devices and peripherals.
Partner with other IT groups to resolve complex issues, following each ticket through to completion.
Be available for occasional after-hours or weekend support when business needs require it.

Skills & Strengths

Strong troubleshooting and analytical thinking, especially under time pressure.
Clear, professional communication and a genuine customer-service mindset.
Ability to work independently while remaining collaborative and approachable.
Comfortable explaining technical issues to non-technical users.
Ability to maintain confidentiality due to the nature of legal work.

What You Need

3–5 years of IT support or service desk experience; experience in a law firm or professional services setting is especially helpful.
Solid knowledge of Windows 10/11, Microsoft 365, Teams, Citrix, and VPN technologies.
Experience with legal software like iManage or Intapp is a plus.
Flexibility to work extended hours or weekends when the workload requires it.
Ability to work onsite in Boston; visa sponsorship is not offered.

Skills: citrix,legal software,service desk,it

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IT Support Analyst