The Technology Support Center (TSC) Analyst provides first-level technical support to attorneys, paralegals, and administrative staff. This role is responsible for resolving hardware, software, and application issues, supporting legal technology platforms, and ensuring the smooth operation of firm technology systems.
The analyst delivers high-quality customer service in a fast-paced legal environment where responsiveness and confidentiality are critical.
Key Responsibilities
Technical Support
- Provide Tier 1 / Tier 2 technical support via phone, email, and ticketing system. Troubleshoot issues involving:
- Windows workstations.
- Microsoft Office 365 and Outlook.
- Document Management Systems (DMS).
- Legal practice applications.
- Printers and scanners.
- Support mobile devices including iPhone and iPad.
- Time entry / billing systems.
- PDF editing tools (Power PDF, Adobe Acrobat.
- Litera products (Create, Compare, Contract companion).
- Assist with video conferencing platforms (Zoom, Teams, Webex).
Incident & Request Management
- Log and track incidents using IT Service Management tools.
- Follow SLA response and resolution targets.
- Escalate issues to Tier 2/3 engineers when necessary.
- Maintain accurate documentation of issues and solutions.
Customer Service
- Provide white-glove support for attorneys and partners.
- Communicate technical solutions clearly to non-technical users.
- Maintain professionalism and discretion when handling confidential information.
Hardware & Office Support
- Deploy and configure laptops, desktops, monitors, and docking stations.
- Support conference room technology and courtroom presentation equipment.
- Assist with new hire onboarding and office moves.
Required Qualifications
Education
- Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
- Equivalent technical experience may be considered.
Experience
- 2–5 years of IT support experience (law firm or professional services preferred).
- Experience supporting Microsoft Windows environments.
Technical Skills
- Windows 10 / Windows 11.
- Microsoft Office 365.
- Active Directory / Azure AD.
- VDI.
- Mobile device support.
- Ticketing systems.
Preferred Legal Technology Experience
- iManage.
- VDI environments.
- INTAPP Time & billing systems.
Key Competencies
- Excellent customer service and communication skills.
- Ability to work in high-pressure legal environments.
- Strong problem-solving and troubleshooting skills.
- Attention to detail and confidentiality.
- Ability to prioritize multiple support requests.
Typical Work Environment
- Fast-paced professional services environment.
- May require evening or weekend coverage.
- Rotating 24/7 support centers