IT Support Analyst

IT Support Analyst – Paul Hastings

Paul Hastings is a leading international law firm that provides innovative legal solutions to many of the world’s top financial institutions and Fortune Global 500 companies. With a strong presence throughout the U.S., Asia, Europe, Latin America, and the Middle East, we have the global reach and extensive capabilities to provide personalized service wherever our clients’ needs take us.

We have an opening for an IT Support Analyst in our Boston office. The IT Support Analyst will report to the Senior Manager, IT Support Operations and provide comprehensive technology support to attorneys, legal professionals, and staff across the firm. The Analyst is the first point of contact for all IT‑related issues, delivering remote and in‑person assistance to ensure seamless operations in a fast‑paced law firm environment.

The role involves troubleshooting a wide range of technical issues, supporting legal applications, and delivering a white‑glove experience tailored to the unique needs of a professional services setting.

• Serve as the primary contact for IT support through phone, email, and ticketing systems. The role is approximately 90% remote, with occasional in‑office requirements for local coverage.
• Provide timely and professional troubleshooting for desktops, laptops, mobile devices, printers, conferencing technology, and network connectivity.
• Support core firm applications including Microsoft 365, Teams, Zoom, Citrix, VPN, and legal‑specific tools (iManage, Intapp).
• Deliver high‑touch, “white glove” support to attorneys, partners, and executive staff, ensuring minimal disruption to client work.
• Set up, configure, and maintain equipment for new hires, office moves, and visiting attorneys; assist with AV and conference room technology.
• Document all work performed in the firm’s ticketing system and contribute to the Knowledge Base with accurate, up‑to‑date articles.
• Maintain and track IT assets, peripherals, and loaner equipment to support ongoing operations.
• Collaborate with IT colleagues to escalate complex issues while maintaining ownership until resolution and provide after‑hours or on‑call support as required.

• Excellent problem‑solving skills with the ability to resolve issues under pressure.
• Strong customer service orientation with outstanding communication skills.
• Ability to work independently and collaboratively while maintaining professionalism and confidentiality.
• Client Service Excellence:
  Anticipates and responds to attorney and staff needs with urgency and professionalism.
• Technical Expertise:
  Demonstrates a broad and adaptable technical skill set with the ability to learn quickly.
• Clear communication of technical issues to non‑technical users.
• Professionalism:
  Maintains discretion and judgment when handling sensitive information.
• Collaboration:
  
  Works effectively with colleagues across IT and other business units.

• 3–5 years of IT support experience in a law firm environment (preferred).
• Strong knowledge of Windows 10/11, Microsoft 365, Teams, Citrix, and VPN technologies.
• Familiarity with legal applications such as iManage and Intapp.
• Flexibility to work extended hours or weekends as business needs require.

Employees will be provided with an excellent career opportunity in a collaborative environment, in addition to a generous total compensation package with the opportunity to earn bonuses based on individual contribution and firm profitability.

The salary wage range that we expect to pay for this position is a minimum of $70,000 and a maximum of $88,000 annually. The actual pay may vary based on experience or other relevant factors.

• Medical, Dental, Vision, Life/AD&DD, Long Term Care, and Short- and Long-Term Disability
• Flexible Spending Account and Health Savings Account
• Healthcare Concierge and Advocacy
• Lifestyle Spending Account
• Voluntary 401(k) Plan and Profit Sharing
• 10 Paid Holidays per year and a generous PTO Program
• Family Support including Paid Parental Leave, Fertility Benefits, Breast Milk Shipping, Back‑up Child Care, Elder Care, and Tutoring
• Wellbeing programs (Employee Assistance Program, Relationship Support,…